Customer and Grievance Support Professional

Job Description

Tracking and closing all customer request within ServiceLevel Agreement (SLA). Timely reporting of Internal MIS, ad-hoc data/ information& analysis. Developing and implementing formats that ensure no errors. Ensure reduction in complaints and errors by conducting rootcause analysis (RCAs). Development and regular maintenance of Standard OperatingProcedures (SOP). Spearhead in designing quality framework for front end andback-end operations. Implementation and maintenance of Quality Standards for allchannels of customer communication. Responsible to conduct training sessions for new joiners andexisting team members Responsible for monitoring & assessing the Quality,Turnaround and publish the report / dashboards to senior Management. Candidate should be able to drive the teams for achievementof better Quality & TAT. Develop & sustain a culture of continuous improvementthrough practices like Lean & Six Sigma to promote & implement bestpractices for all processes. Ensure successful rollout of all projects and processes. Ensure automation requirement are identified & carriedout. Work with various heads to drive collection. Responsible to identify process improvement area and willalso be responsible for implementation of the same & carry out as projects. Should have capability to interact with Peers from the teams/ cross functional & Senior Management. Grievance handling Customer Grievance resolution of issues being raised on the grievance redressal channels of IARC Complete RCA of grievance where required to identify and plug any gaps in the process to avoid reoccurrence. Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances. Training of internal teams & partner teams to manage reduction in customer complaints & standardize the processes. Assist with the development and implementation of programs specific to various campaigns throughout the year Create & drive various initiatives towards reduction in escalations of customer complaints. Close coordination with regulatory channels like ombudsman etc to resolve any issues escalated to that level Implement & execute reporting mechanism to regulatory channels Desired Candidate Profile Minimum graduate, masterdegree in a related field willbe an added advantage Experience of 2 - 3 years in Retail Banking; preferablyin Loan Servicing Good time management skills, selling skill, Interpersonaland communication skills, we'll versed with English and local Language. Excellent communication skills (both verbal &written) with an ability to listen & respond to Customer. Proficient in data analytics and insights