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Job TitleGrievance & Redressal Head - Fintech Industry DepartmentGrievance & Redressal LocationAndheri East Reports toCEO Job TypeFull-Time Job Overview: - The Grievance & Redressal Head in the Fintech industry will be responsible for overseeing the company's customer grievance handling and redressal process. - This role involves managing customer complaints and concerns related to fintech products and services, ensuring timely and fair resolution while maintaining high standards of customer satisfaction. - The individual will play a key role in identifying areas of improvement within the customer experience and work closely with other departments to improve operational processes. - This role is vital to maintaining the company's reputation and trust with customers, while ensuring compliance with regulatory standards. Key Responsibilities: Grievance Management and Redressal: - Lead and manage the company's grievance and complaint resolution process, ensuring that customer concerns are addressed in a fair, timely, and effective manner. - Oversee the intake, investigation, and resolution of customer complaints related to fintech services, including loans, payments, credit cards, and digital banking. - Ensure the proper categorization, tracking, and documentation of all grievances in the company's CRM or ticketing system. - Work to resolve complaints escalated by the customer service team, prioritizing high-impact issues and complex cases that require in-depth investigation. Policy and Process Development:- Develop and implement a comprehensive grievance redressal policy that aligns with industry regulations, consumer protection laws, and company values.- Continuously review and improve grievance handling processes to ensure they are efficient, customer-centric, and aligned with evolving customer needs and regulatory requirements.- Work closely with legal and compliance teams to ensure that all grievance resolution activities comply with fintech regulations and industry best practices. Customer Advocacy and Satisfaction:- Advocate for customers within the organization, ensuring that their concerns are addressed promptly and that appropriate steps are taken to prevent future issues.- Use customer feedback from grievance cases to identify systemic issues, recommend process improvements, and implement changes to prevent recurrence of similar complaints.- Maintain a customer-first mindset and work to preserve customer trust and satisfaction throughout the complaint handling process. Root Cause Analysis and Reporting:- Analyze recurring complaints and root causes to identify areas for improvement in product, service, and operational processes.- Generate detailed reports and dashboards on grievance trends, common issues, resolution timelines, and overall customer satisfaction.- Present findings and insights from grievance data to senior management, offering actionable recommendations for enhancing the customer experience. Team Leadership and Training:- Lead, mentor, and manage a team of grievance handling professionals, ensuring that they are equipped with the skills and resources to resolve customer complaints efficiently.- Develop and conduct training sessions for customer service and support teams to ensure they follow best practices in grievance management and are well-versed in escalation procedures.- Foster a culture of accountability, empathy, and customer-centricity within the grievance redressal team. Regulatory and Legal Compliance:- Ensure that all grievance redressal practices comply with applicable financial regulations and consumer protection laws, including those specific to fintech, digital lending, and payments.- Work closely with the legal and compliance teams to ensure timely responses to any regulatory inquiries or audits related to customer complaints.- Ensure that grievance handling processes align with industry standards and frameworks such as RBI's Ombudsman Scheme, data protection laws, and consumer rights. Cross-Functional Collaboration:- Collaborate with cross-functional teams, including product, operations, compliance, and marketing, to resolve grievances and ensure seamless communication across departments.- Provide feedback to product and operations teams regarding customer pain points or issues identified through grievances, influencing product improvements and process changes.- Coordinate with the customer success team to ensure that customer expectations are met and that complaints are prevented through proactive engagement.Qualifications and Skills: Education:- Bachelor's degree in Business, Communications, Finance, or a related field (Master's degree or certifications in customer service, conflict resolution, or compliance is a plus).Experience:- 5-8 years of experience in customer service, complaints management, or grievance redressal roles, with at least 3 years in a leadership position.- Experience working in the fintech or financial services sector is strongly preferred, with familiarity in managing complaints related to digital payments, lending, or financial products.- Proven experience in handling complex customer complaints, resolving disputes, and driving customer satisfaction improvements.- Knowledge of consumer protection laws, regulatory frameworks (e.g., RBI regulations, Data Privacy laws), and financial industry standards. Skills: - Excellent communication and interpersonal skills, with the ability to handle difficult conversations and negotiate win-win outcomes.- Strong analytical skills with the ability to identify trends, analyze data, and use insights to drive operational improvements.- Strong leadership abilities, with experience managing and motivating teams to achieve objectives.- Proficient in customer relationship management (CRM) software, ticketing systems, and data reporting tools.- A customer-centric approach, with empathy and problem-solving skills to address customer needs effectively.Personal Attributes:- Highly empathetic, with the ability to understand customer concerns and provide fair solutions.- Strong decision-making skills and the ability to handle high-pressure situations with professionalism and composure.- Excellent organizational skills with a keen eye for detail, ensuring all complaints are tracked and resolved in a timely manner.- Proactive and solution-oriented, with a focus on continuous improvement and operational efficiency.- High level of integrity, confidentiality, and commitment to upholding company values and customer trust.Benefits:- Health Insurance.- Opportunities for professional development and growth.- Flexible work arrangements (depending on company policy).- A dynamic and supportive work environment focused on customer satisfaction and operational excellenceApplySaveSaveProInsights
