Deputy Manager - Grievance Management

Axis Finance (AFL)

3 - 6 years

4 - 5 Lacs

mumbai suburban

Posted:20 hours ago| Platform:

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Skills Required

grievance handling complaint management grievance redressal

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Correct identification, response and resolution of grievances assigned
Resolution of cases within TAT.
Responsible to provide adequate and quick resolution to all the escalated complaints at GRC
Ensuring adherence of grievance redressal policy and processes, monitoring its implementation and initiating corrective action
Evaluation of complaints and submit the RCA with action plan.
Participate in various initiatives towards reduction in escalations of customer complaints.
Ensure adequacy and quality of all complaints resolution at this level.
To ensure the deliverables are met in a timely manner.
Responsible to take up complaint’s reduction initiative among top categories.
Ensuring all regulatory queries are answered to the regulators satisfaction.
Keep the team motivated and assess their training requirements regularly.
Effective team management.
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.
People Management or Self-Management Responsibilities - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

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