Grievance Manager - UIDAI, Bengaluru

Position - Grievance Manager

• The Grievance Manager will be responsible for overseeing and managing the end-to-end grievance redressal process to ensure timely and effective resolution of public and stakeholder complaints. The role involves monitoring grievance workflows, analysing recurring issues, identifying process gaps, and implementing corrective measures to improve service delivery. The
• Grievance Manager will also coordinate with relevant divisions to ensure compliance with established timelines, maintain transparency, and enhance overall user satisfaction through continuous process improvement and automation initiatives

Educational Qualifications Requirements - BE/B Tech/ M.E/M Tech/MS/MCA/MSc.

Work Experience -

• Minimum 6 years of professional experience.
• At least 4 years of experience in grievance Management, redressal, preferably in a government, public sector, or large-scale citizen service environment.

Requirements

Key Skills & Technical Expertise –

1. Strong understanding of Aadhaar ecosystem, UIDAI service delivery, and grievance redressal mechanisms.

2. Excellent communication, drafting, and interpersonal skills.

3. Proficiency in CRM systems, data analysis tools, and government portals.

4. High emotional intelligence, discretion, and ability to handle sensitive issues.

5. Familiarity with RTI Act, grievance redressal frameworks, and public service standards.

Job Profile/Duties -

• Lead and supervise a team of grievance support executives, ensuring adherence to UIDAI's grievance redressal protocols.
• Allocate cases efficiently and monitor workload distribution to maintain service-level timelines.
• Ensure team members are updated on UIDAI policies, CRM usage, and escalation procedures.
• Act as a mentor and escalation point for complex or sensitive grievance cases.
• Provide timely and appropriate resolution for grievance cases received through the PMOPG Portal, CRM, email, post, RTI and other official channels.
• Categorize complaints based on risk levels and ensure appropriate remediation and escalation.
• Prepare concept notes, Reports, Presentation, track systemic issues, and follow up on solution development.
• Assist in the preparation of training materials, SOPs, and FAQs to support grievance handling.
• Maintain accurate documentation and generate MIS reports for internal review and regulatory compliance.
• Support audit processes and ensure timely closure of observations related to grievance redressal.
• Monitor grievance trends and recommend policy/process improvements to reduce recurrence.