Complaint Manager

Grade:

• Minimum:

  Graduation in any discipline from a University/Institution recognized by Govt. of India / Govt. bodies / AICTE

• Preferred:

  Post Graduate Diploma / MBA in any discipline

Experience:

• Minimum

  10 years of cumulative experience

  in Bank / NBFC / Financial Services / Financial Institution / Insurance Industry / Financial Intermediary / Financial Allied Industry
• Minimum

  5 years of experience in customer complaint management

  within any of the above industries

Roles & Responsibilities

1. Complaint Resolution

• Oversee and manage the end-to-end customer complaint handling process, ensuring timely investigation, resolution, and follow-up.
  
• Coordinate with cross-functional teams to gather information and deliver effective solutions to customer issues.
  
• Ensure all complaints are resolved in compliance with regulatory requirements and internal policies.
  

2. Customer Interaction

• Act as the primary escalation point for critical and sensitive customer complaints.
  
• Maintain professional communication with customers and stakeholders throughout the resolution lifecycle.
  
• Provide clear explanations of decisions and outcomes, ensuring improved customer experience and trust.
  

3. Process Improvement

• Analyze complaint data and trends to identify gaps, root causes, and improvement opportunities.
  
• Work closely with the Collections team and Central Complaints Department to implement corrective and preventive measures.
  
• Recommend and drive enhancements to processes, procedures, and SOPs to improve service quality and customer satisfaction.
  

4. Regulatory Compliance

• Ensure adherence to all regulatory guidelines (including RBI directives) related to complaint handling.
  
• Maintain accurate, up-to-date records of complaints and resolutions for regulatory review and audit.
  
• Stay updated with evolving regulatory requirements and ensure timely communication to relevant teams.
  

5. Reporting & Analysis

• Prepare periodic reports on complaint volume, trends, TAT adherence, resolution quality, and customer satisfaction metrics.
  
• Present insights and recommendations to senior leadership for strengthening customer grievance management.
  
• Establish effective feedback loops to prevent recurrence of systemic issues.
  

6. Risk Management

• Identify operational, reputational, and compliance risks associated with complaint and debt-related processes.
  
• Develop and maintain contingency plans for high-risk scenarios.
  
• Ensure processes are robust and adaptable to changes in debt portfolios or external market conditions.