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.
- Head-Centralised Grievance Redressal Cell is responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints.
- Head-Centralised Grievance Redressal Cell is also act as the single contact point to the Senior Management Team to provide regular update on customer complaints.
- The Head of Grievance Redressal is crucial in protecting the bank’s reputation, enhancing customer trust, and ensuring regulatory compliance.