AVP Complaints Manager position at Bank of Baroda

Name of Position Complaint Manager

Minimum of 10 Years experience cumulative

in Bank/ NBFC / Financial Services/ Financial

Institution / Insurance Industry / Financial

intermediary / Financial Allied Industry with 5

years experience in customer complaint

management in any of the above mentioned

industry

1. Complaint

Resolution:

Oversee and manage the end-to-end process of customer complaints, ensuring timely investigation, resolution, and follow-up.

Collaborate with various a to gather information and provide solutions to customer issues.

Ensure all complaints are resolved in compliance with regulatory guidelines and internal policies.

2. Customer Interaction:

Act as the main point of contact for escalated complaints and sensitive issues.

Maintain professional communication with customers and stake holders throughout the resolution process.

Provide information with clear explanations of outcomes, addressing concerns, and enhancing the overall banking experience.

3. Process

Improvement:

Analyze complaint trends to identify areas of improvement.

Work closely with the Collections team, central complaints department and implement corrective measures.

Recommend and initiate changes to procedures and SOPs to enhance customer satisfaction.

4. Regulatory

Compliance:

Ensure all complaint-handling procedures adhere to relevant banking regulations (e.g., RBI guidelines).

Maintain accurate records of complaints and resolutions for audit and compliance purposes.

Stay updated on regulatory changes and ensure the team is informed of new requirements.

5. Reporting & Analysis:

Prepare regular reports on complaint volumes, trends, resolution times, and customer satisfaction scores.

Present findings to senior management and provide recommendations for further improvements.

Ensure feedback loops are established for recurring issues to prevent future complaints.

Present findings to senior management and provide recommendations for further improvements.

Ensure feedback loops are established for recurring issues to prevent future complaints.

6. Risk Management: Identify and mitigate risks related to debt collection processes, including operational, reputational, and compliance risks.

Develop contingency plans for high-risk scenarios and ensure all processes are equipped to handle fluctuations in debt portfolios or

external market changes.