About the role
Role Details: Business Aditya Birla Capital Location Mumbai Role Nodal Complaints Officer Department Operations & Customer Service Eligibility Criteria Bachelor or master’s degree Required Skills & Competencies Customer Service & Relationship Management Communication & Interpersonal Skills Integrity and strong ethical standards. Effective communication and reporting. Process orientation and innovative mindset. Networking and stakeholder management. Problem-Solving & Resolution Management. Escalation & Complaint Management Key Responsibilities: Respond to customer complaints Strictly adhere to the Grievance Framework designed for the team. Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI. Documentation of Customer Complaint which is fairly and efficiently executed in CRM Ensure end to end closure of complaint and zero recurrence. Respond to complaints received on the regulators portal and ensure redressal within timelines. Monitor & Analyze complaint types Monitor the types of complaints received and analyze reasons, trends and share observations. Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement. Stakeholder Management Maintain effective relationships with all internal stakeholders involved in resolving customer escalations. Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events. MIS and Dashboard for Senior Management Maintain a detailed MIS on complaints and escalations Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints. Root Cause analysis of complaints received Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner. Audits Responsible for maintaining required data/MIS/evidences which may be required during audits. Participate in statutory, internal and external audits when required.