Lead - Centralised Grievance Redressal Unit| Thane

To oversee grievance management processes, ensuring timely resolution of customer complaints, regulatory compliance, service quality and continuous enhancement of customer experience.            

A "Centralised Complaint Redressal Unit" 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.  
• Responsible 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.  
• Facilitate easy access to grievance redressal channels for all customers.
• Conduct surprise branch audits as per plan, analyze trends/root causes and drive timely corrective actions.
• Ensure unbiased reporting, track issue closures and recommend disciplinary actions for policy/process deviations. 
• Act as SME, support branches with process clarity and deliver targeted training. 
• Lead VoC initiatives, streamline customer journeys and manage NPS/CSAT programs. 
• Analyze feedback and complaints, identify root causes, implement CAPA and ensure closure. 
• Liaise with teams, evaluate tech solutions and deliver insights to enhance customer experience.
• Continuously improve processes by leveraging industry trends and best practices.

Experience Range: 8 to 10 years

Qualifications:

Graduate/ MBA