Customer Complaint Resolution & MIS - DSMG - Collections

Key Responsibilities
Customer Complaint Resolution Act as the primary point of contact for customer complaints related to collections. Ensure all complaints are acknowledged, investigated, and resolved within defined TATs (Turnaround Times). Maintain end-to-end documentation of complaints, resolutions, and escalations. Coordinate with zonal/branch teams, legal, and operations to resolve customer issues. Ensure adherence to company grievance redressal policies and RBI regulatory requirements. Identify recurring complaint patterns and recommend process/policy improvements. Prepare periodic complaint dashboards and share insights with management. MIS & Support Function Oversee the collections MIS, ensuring accuracy, timeliness, and standardization of reports. Support the collections team with data analysis, dashboards, and performance tracking. Maintain records on collection efficiency, bucket movement, DVR feedback, legal activities, and agency performance. Develop automated MIS solutions (using Excel, Power BI, SQL, etc.) to improve efficiency and reduce manual effort. Provide analytical inputs for management reviews, audits, and compliance reporting. Act as a support function for collections, bridging data insights with operational strategy. Key Skills & Competencies Strong knowledge of customer grievance redressal processes, preferably within BFSI/NBFC sector. Sound understanding of collections operations, legal recovery process, and regulatory compliance. Analytical and problem-solving skills with ability to interpret data into actionable insights. Proficiency in MS Excel, PowerPoint, and MIS/reporting tools (Power BI, SQL preferred). Excellent communication and interpersonal skills for managing escalations and stakeholder coordination. High attention to detail, integrity, and customer-centric approach. Key Performance Indicators (KPIs) % of complaints resolved within TAT. Reduction in repeat complaints. Accuracy & timeliness of MIS reporting. Effectiveness of MIS-driven insights in improving collection efficiency. Compliance with audit and regulatory requirements.