Lead - Centralised Grievance Redressal Unit| Mumbai

About the role

A "Centralised Complaint Redressal Cell" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers. It typically involves receiving, investigating, and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution.

What you'll do

• Responsible for handling and resolving complaints from banks customers
• Responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation
• Oversee the functioning of the grievance redressal mechanism across all branches and departments
• Act as the Central Nodal Officer for Greivance Redressal for the Bank. Coordinates with various BO offices
• Ensuring the smooth and productive functioning of Greivance Redressal Cell of the Bank. Maintain comprehensive records of all complaints and their respective resolutions

What you need

• 12–14 yrs of experience
• Complaint handling
• Root cause analysis
• Customer service
• MIS reporting
• Internal audit
• MBA