48 Grievance Redressal Jobs

The position requires you to report to the Business Centre Head and Group HR. Your main responsibilities will include overseeing and controlling the Human Resources department of the SRV Hospital Unit. You will be tasked with implementing existing HR policies and protocols, reviewing and suggesting changes as necessary, and preparing and implementing the approved HR budget for the hospital unit. It will also be your responsibility to conduct periodic manpower planning and budgeting, ensuring that the unit's manpower needs are met according to occupancy levels. You will need to establish a comprehensive Compensation and Benefit structure for the hospital, manage salary administration, monitor leave and attendance systems, and maintain employee, doctor, and consultant databases. Credentialing and ensuring privileges of healthcare professionals will also fall under your purview. Additionally, you will be expected to coordinate unit-wide employee engagement initiatives, initiate disciplinary actions when necessary, and handle grievance redressal following defined standards and procedures. Compliance with HR processes and documentations in alignment with NABH guidelines is crucial. The job type is full-time with benefits including Provident Fund. The work schedule is during day shifts, and the preferred experience includes a total of 5 years of work experience and 5 years in management. For further communication or referrals, please contact recruit@srvhospital.com. Only shortlisted candidates will be notified.,

As a Senior Manager Total Rewards (Compensation & Benefits) in our FMCG company based in Delhi, you will be responsible for driving compensation, benefits, performance management, and HR strategic initiatives. Your role will involve leading various key responsibilities such as driving performance appraisals, goal setting, and employee engagement surveys. You will also be in charge of parity reviews, talent segmentation, salary planning, employee benefits management, grievance redressal, POSH compliance, talent reviews, succession plans, org design projects, focus group discussions, HRMS administration, and implementation of new modules. To excel in this role, you should have at least 10-12 years of robust Total Rewards & C&B experience with a proven track record in performance management and talent reviews. Experience in the FMCG or fast-paced consumer-driven industry is preferred. Strong analytical, people management, and stakeholder engagement skills are essential for success in this position. Immediate availability is preferred for this role. If you meet the requirements and are interested in this challenging opportunity, please share your resume with kajal thakur at kajal@skyleaf.global or call 8085827207 to connect further.,

As the HR Head at Hundo, a digital-first food delivery and takeaway pizza brand, your role will involve leading and shaping the full HR function across all verticals, including central kitchen teams, delivery outlets, and office staff. Your contribution will be crucial in building a strong talent pipeline, ensuring compliance, driving performance, and fostering a positive culture that aligns with the business goals of Hundo. Your key responsibilities will include: 1. Strategic HR Leadership: - Developing and implementing HR strategies that are in line with the business goals. - Providing strategic advice to the leadership team on organizational structure, people management, and HR best practices. 2. Talent Acquisition & Workforce Planning: - Leading end-to-end recruitment for various teams within the organization. - Establishing a strong employer brand to attract top talent in the hospitality sector. - Planning the workforce according to operational needs and managing headcount cost-effectively. 3. Employee Engagement & Culture: - Cultivating a positive work culture based on performance, respect, and integrity. - Initiating and overseeing employee engagement programs, grievance redressal forums, and team-building initiatives. 4. Performance Management & Learning: - Implementing structured appraisal systems, KPIs, and growth plans for all departments. - Identifying training needs and executing learning and development programs for operations and leadership teams. 5. Compensation, Benefits & Compliance: - Ensuring competitive, fair, and compliant compensation structures. - Maintaining up-to-date HR policies in accordance with labor laws and industry norms. 6. Operational HR & SOPs: - Standardizing HR SOPs across various departments and locations. - Supporting manpower planning, shift rotations, attendance tracking, and leave policies. Qualifications & Requirements: - Bachelor's/Master's degree in Human Resources, Business Administration, or a related field. - 8-12 years of HR experience, with a minimum of 4 years in the hospitality/QSR/hotel industry. - Strong knowledge of Indian labor laws, F&B HR operations, and compliance frameworks. - Proven leadership skills with hands-on experience in hiring, retention, and people development. - Proficiency in HR software/HRMS tools and modern HR practices. - Excellent interpersonal, problem-solving, and communication skills. - Ability to thrive in fast-paced, multi-unit environments and field operations. Preferred Industry Background: - Cloud Kitchens - QSR (Quick Service Restaurants) - Hotel Chains - Food Delivery/Restaurant Chains - Hospitality Tech Startups Why Join Us - Be part of a rapidly growing, modern hospitality company in Mumbai. - Autonomy to build and lead HR with impact. - Dynamic culture with young leadership and exciting expansion plans. Apply at - contact@hundopizza.com,

The Vice President Customer Service and Experience will lead the organization's grievance redressal function, ensuring the timely, compliant, and customer-sensitive resolution of high-level complaints. You will be responsible for governing grievance operations across regions and branches, ensuring adherence to IRDAI regulations, and driving continuous service improvement to protect and enhance customer trust. Your key responsibilities will include owning and resolving complaints escalated to senior leadership and regulators (IRDAI, Ombudsman, Consumer Forums), handling high-impact issues such as mis-selling, service failure, death claims, and policy lapses with utmost sensitivity. You will also be responsible for implementing robust grievance monitoring mechanisms across all locations, conducting quarterly reviews, and providing reports to leadership, identifying key trends, risks, and opportunities. In addition, you will ensure TAT compliance and quality closures that are fair, well-documented, and customer-centric. Driving RCA and implementing systemic corrections for recurring issues will be crucial. Maintaining compliance with IRDAI guidelines, managing IGMS operations, and collaborating with audit and compliance teams to ensure data accuracy and timely reporting will also be part of your role. Analyzing grievance trends for mis-selling indicators, collaborating with Sales, Product, and Training to reduce mis-selling, and improving customer onboarding will be essential for mis-selling prevention. You will champion service recovery initiatives, introduce technology-driven grievance management solutions, and foster a Customer First culture across teams. As a leader, you will lead the central grievance team, guide regional units, and partner with cross-functional leaders to enable swift and holistic grievance resolution. Mentoring team members to promote best practices in service delivery will also be a key aspect of your role. Key Skills & Competencies required for this position include a deep understanding of IRDAI regulations and grievance protocols, strong escalation and stakeholder management abilities, data-driven with strong analytical and reporting skills, familiarity with insurance systems and CRM platforms, high ownership, customer empathy, and ethical leadership, and the ability to influence cross-functional teams. Qualifications & Experience expected for this role are a Graduate degree (preferred in Insurance, Law, or Management); Postgraduate/MBA is a plus, Certifications such as Licentiate/Associate from the Insurance Institute of India (preferred), and 15+ years of experience in life insurance customer service, with 5+ years in grievance redressal leadership. Experience managing escalations at HO/regulatory levels is a must-have, and Life Insurance Experience is mandatory. If you are interested in this position, please share your updated resume on jeena.sunil@evokehr.com or connect on -9274682913.,

As a Factory HR Manager at our manufacturing facility in IMT Faridabad, you will be responsible for leading and managing all HR functions effectively. Your role will involve driving employee engagement, ensuring compliance with labour laws and factory-related statutory requirements such as ESIC, PF, and Factory Act, and aligning HR strategies with organizational goals. You will play a crucial part in talent acquisition, training, performance management, and maintaining a productive work environment in line with company values. Your responsibilities will include maintaining up-to-date documentation, liaising with local authorities, overseeing recruitment and retention processes, providing guidance on HR-related issues, conducting training sessions, managing compensation and benefits programs, fostering positive employee relations, and managing grievance redressal processes. Additionally, you will organize welfare activities and employee engagement programs to enhance the overall work environment. To excel in this role, you should possess a Master's degree in HR or a related field, have proven experience as an HR Head or in a similar role, demonstrate strong knowledge of labour and factory laws, exhibit excellent leadership, communication, and interpersonal skills, and be capable of driving strategic initiatives to achieve desired results. Strong analytical and problem-solving skills, along with good verbal and written communication abilities, are essential. A minimum of 11 years of experience in an HR role is required. This is a full-time, permanent position with working days from Monday to Saturday. The expected start date is within 30-45 days from now. Your contact person for this job opportunity is 9212495094. Experience in HR sourcing for 8 years and compliance management for 7 years is preferred. The work location is in person. If you meet the requirements and are ready to take on this challenging role, we look forward to having you join our team and contribute to the success of our manufacturing facility.,

Job Summary: Conducting internal Investigations on complaints/ allegations of Behavioral, workplace harassment, employee disputes & other misconducts/ violation of policies. Managing POSH Investigations through IC committees and monitoring the progress of POSH investigations. Coordinating with other verticals of Fraud Monitoring Unit and prepare Management Dashboards, insights on investigations findings. Collaboration with other vertical heads and assist/ lead in preparing monthly, quarterly dashboards/ newsletters for Management. Responsible for preparing the quarterly decks/ reports in coordination with other verticals of Fraud Monitoring Unit for management governance meetings. End to end responsibility of managing the cases assigned for investigation High End Documentation of Cases/projects/assignments Assisting Behavioral Investigations & Central POSH Lead in Statutory Compliance, Governance and Reporting under POSH act Basis non- compliant severity provides recommendations to internal AMLI stakeholders for amendments in pre - established policies and procedures Assisting in Consequence Management Conducting educatory/awareness sessions Open to travel to other locations(pan-India) and support business requirement at short notice Role & Responsibilities: Handling complaints of Behavioral/ workplace harassment for investigations Ensure conclusion of investigation in timely and qualitative manner. Analyze trends to identify hotspots and work closely with HR and Business Leaders create interventions Digital Enablement Preferred Candidate Profile: Graduate/Post Graduate Degree preferably in Law/ HR 6+ years' experience in employee conflict investigations and resolutions. Deep knowledge of HR Policies and Procedures Skilled in Microsoft office suit including power point & advanced excel

As an HR & IR Business Partner at our manufacturing plant located in Vasad (Gujarat), near Vadodara & Anand, you will play a crucial role in leading People & Industrial Relations initiatives. Working closely with leadership, your main responsibilities will include managing employee relations, grievance redressal, and IR strategies. Your key focus will be to build engagement mechanisms that promote an open and motivated workforce, as well as partnering with external stakeholders to address conflicts and labor issues effectively. Additionally, you will be responsible for driving succession planning, retention programs, and skill-building initiatives within the organization while ensuring compliance with labor laws and regulatory guidelines. To be successful in this role, you should possess an MBA/PG in HR or Industrial Relations along with at least 5 years of experience in manufacturing HR & IR roles. Strong negotiation, communication, and stakeholder management skills are essential for effectively carrying out the responsibilities of this position. If you believe you have the required qualifications and experience, we encourage you to share your updated CV with us at Liltesh.sharma@upgrad.com.,

As a CRM Manager in the Real Estate industry at Goregaon West, you will be responsible for leading and mentoring the CRM team to ensure seamless post-sales operations. Your role will involve allocating tasks, monitoring performance, and ensuring compliance with CRM SOPs. Additionally, you will review and optimize CRM processes to enhance efficiency and customer service quality. Your primary focus will be on maintaining high customer satisfaction scores by serving as an escalation point for grievances and complex cases. You will proactively manage customer relationships and personally handle key clients when necessary to ensure trust and retention. Accuracy in preparing and dispatching demand letters, receipts, and legal documentation will be crucial, requiring coordination with the Accounts and Legal teams for smooth processing and compliance. In terms of customer service and grievance redressal, you will be expected to monitor and resolve high-priority complaints within defined timelines. Implementing a structured system to track and address customer issues effectively, along with training the team on handling difficult clients, will be essential for maintaining professionalism. Your role will also involve reporting and analysis to identify patterns in complaints or delays, allowing you to initiate corrective actions. Effective internal coordination and stakeholder management will be key, requiring you to liaise with various departments like Sales, Legal, Accounts, and Project/Site teams to ensure accurate information flow and efficient issue resolution. Key skills and competencies for this role include strong leadership and people management abilities, excellent interpersonal and communication skills, high customer empathy, and a solution-driven approach. You should possess strong analytical and problem-solving skills, proficiency in CRM software and MS Office (especially Excel and Outlook), and the ability to manage multiple priorities under pressure. Preferred qualifications for this position include a graduate degree in Business Administration, Commerce, or related fields (MBA preferred), along with 5-8 years of experience in CRM roles, including at least 2-3 years in a team leadership/managerial position. Prior experience in Real Estate, Construction, or other customer-facing service industries is preferred. The work conditions for this role include working hours from 10:00 AM to 7:00 PM at Goregaon West. Additionally, occasional site visits and client meetings may be required to fulfill job responsibilities effectively.,

Job Role : Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities Adhere to agent-level Service Level Agreement (SLAs) specific by the process Ensure adherence to time schedules (Turn Around Time) Complete the logs specified by the process (End-of-day target) Adherence to Information Security norms & quality process norms. To be aware of and comply with any updates about the process Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance Provide inputs to improve work procedures that can enhance overall team performance Job Requirement : Graduate / Post Graduate Minimum 1 to 2 years of experience in customer service role on email support or calls. Should have experience in handling customer queries, request , complaints and ensuring customer satisfaction. Candidate should have an excellent verbal & written English communication. Ability to work efficiently in a dynamic environment, handling multiple customer queries / complaints simultaneously. Flexible to get scattered 8 Week Offs in a month with 9hours shift. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.

Job Title Service Quality (Customer Grievance Audit & Process Improvement) Department Service Quality / Customer Experience Reports To Head Service Quality and Process Improvements Job Purpose The incumbent will be responsible for auditing customer complaints handled and closed by Nodal Officers for consumer bank, with a focus on ensuring high-quality resolution, identifying root causes, and driving systemic process improvements. This role plays a key part in enhancing customer satisfaction and improving Net Promoter Score (NPS) by identifying service gaps and working toward systemic corrections and service excellence. Along with SQ audits, projects emanating from insights from audits and other process improvement suggestions would be also be expected to be driven and delivered. Key Responsibilities 1. Complaint & Service Request Audit Conduct detailed audits of service requests and customer complaints raised by Nodal Officers. Assess the quality of resolution from a customers perspectivetimeliness, empathy, accuracy, and completeness. Evaluate adherence to internal grievance redressal timelines, regulatory requirements, and bank policies. 2. Drive NPS & Customer Satisfaction Analyze customer feedback, NPS trends, and survey inputs to derive actionable insights. Leverage audit findings to recommend changes that positively impact NPS and customer satisfaction. Support the design and implementation of initiatives that improve the overall customer journey. 3. Root Cause Analysis & Corrective Measures Identify systemic issues and recurring complaint patterns. Suggest and help implement corrective and preventive actions at both branch and bank-wide levels. Collaborate with relevant departments to fix upstream or backend process gaps. 4. Process Improvement Initiatives Participate in bank-level projects aimed at service delivery enhancement and complaint reduction. Propose process re-engineering solutions that can improve customer experience and operational efficiency. Support digitization and automation initiatives related to service quality and grievance handling. 5. Reporting & Insights Prepare detailed reports and dashboards highlighting audit findings, trends, and process deviations. Recommend actionable insights to senior management and governance forums. Contribute to monthly/quarterly service quality reviews and strategy planning. 6. Stakeholder Collaboration Work closely with Nodal Officers, different departments (need based). Act as a feedback loop between front-end channels and process owners. Required Skills & Competencies Strong understanding of retail banking processes, products, and service channels. Deep appreciation of the importance of customer grievances in banking. Excellent attention to detail and ability to detect process anomalies or gaps. Analytical thinking with the ability to translate data into actionable recommendations. Effective communication and stakeholder management skills. Ability to think from a customers point of view and balance empathy with compliance. Qualifications & Experience Minimum 78 years of experience in the banking industry, preferably in roles involving operations, customer service, complaint management, or service quality. Graduation is mandatory; Post-graduation in business administration or certifications in quality/process improvement (e.g., Six Sigma, Lean) will be preferred. Experience in handling or auditing grievance redressal mechanisms is highly desirable. Desirable Traits Think out of box and be ready to think for Customer Self-driven with a proactive problem-solving approach. Passionate about customer experience and process excellence. Flexible and adaptable to dynamic banking environments.

RoleGrievance Redressal Officer Job Role Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations 6 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up Strong domain knowledge of Consumer Banking products, processes and technology Strong analytical skills to derive insights from data and create actionables thereof Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Job Description: Airtel, founded in 1995, is dedicated to providing global connectivity and unlocking endless opportunities for individuals. With infrastructure covering nearly 96% of the nation's population, we are at the forefront of sustaining cutting-edge technologies like 5G, IoT, IQ, and Airtel Black. Our commitment at Airtel goes beyond mere service provision; we strive to develop impactful solutions for consumers while also maintaining a balance with the environment. At Airtel, we foster a culture of limitless impact where employees are encouraged to take ownership early on and explore diverse career paths. As an Airtel employee, you will have the opportunity to make a difference for both internal and external customers by turning small and big ideas into successful endeavors, leaving a significant mark on a global scale. You will be empowered to take on limitless ownership, challenging norms, taking risks, and creating substantial innovations. Additionally, you will have the freedom to envision and experiment with new ideas, gaining a wide range of experiences in the process. Join us at Airtel and embrace the limitless possibilities that await you. Because at Airtel, you are limitless. Job Title: Territory Sales Manager LCO Designation: Territory Sales Manager Function: D2C Sub-Function: Homes Location: [Location not specified] Level/Grade: Senior Executive Position Description: The Territory Sales Manager LCO plays a crucial role at the forefront of the business within a designated territory. The primary responsibility of this position is to drive sales and ensure end-to-end customer service. The role requires a manager capable of increasing market share, revenue, and executing the Go-To-Market (GTM) strategy. Additionally, fostering strong business relationships with LCO partners to enhance the Direct-to-Consumer (D2C) business is a key aspect of this role. Organizational Relationship: Reporting To: Regional Head (Zonal/Area Sales Manager) Total number of employees supervised by you: Not specified Key Responsibilities & Accountabilities: - Drive revenue growth by focusing on new and existing LCO partners to expand the company's presence in the territory. - Optimize the sales and distribution network to increase market penetration. - Strengthen the distribution ecosystem through enhanced Below The Line (BTL) activities, effective coverage, and transaction outlets. - Ensure brand visibility through organized merchandising activities to drive customer additions. - Implement processes to enhance customer experience, satisfaction, and issue resolution. - Ensure compliance with policies by LCO partners and meet customer Service Level Agreements (SLAs). - Manage and expand the LCO network through incentives and grievance redressal. - Form partnerships, train LCO partners on product features and sales techniques to strengthen the D2C business. - Implement relationship management programs and negotiate agreements with partners. - Lead the team responsible for installations, servicing, and repairs. - Conduct training sessions to develop team members. - Collaborate with cross-functional teams to align with company policies. Education Qualification: Full-time graduate degree; MBA/PGDM (optional) Total Experience: 2+ years in sales, preferably in the Telecom/FMCG industry Key Interactions: Internal Stakeholders: Zonal/Area Sales Managers, Field Sales Executives External Stakeholders: LCOs, Channel Partners Skills and Competencies: Technical Competencies: - Sales and marketing proficiency - Basic knowledge of MS Office tools Leadership and Behavioral Competencies: - Problem-solving skills - Analytical abilities - Effective communication (oral/written) - Interpersonal skills - Teamwork and collaboration - Result orientation - Customer focus - Positive drive and energy In conclusion, the Territory Sales Manager LCO role at Airtel presents a unique opportunity to drive sales, enhance customer service, and foster strong business relationships within a designated territory. If you are looking to make a significant impact in the telecom industry and grow your career with a dynamic organization, Airtel is the place for you. Join us and unleash your limitless potential. #BeLimitless.,

Job Description- Education Qualification- Any Bachelors Degree Relevant Experience- 35 years of experience in customer service or complaints management It will be Permanent on role job of TATA Capital Job Summary: The Grievance Redressal Manager is responsible for overseeing the complaint handling process to ensure that customer issues are resolved effectively, fairly, and in a timely manner. This role also involves analyzing complaint trends, ensuring regulatory compliance, developing response strategies. Skill Set Required- Knowledge of customer service standards, complaint management tools, and CRM systems Excellent communication and interpersonal skills. Ability to handle sensitive and escalated issues with professionalism and empathy. Familiarity with regulatory requirements in the relevant industry Key Responsibilities: Receive, acknowledge, investigate, and resolve customer complaints across multiple channels (email, phone, social media, etc.). Lead and mentor a team of complaint resolution executives and provide training, coaching, and performance reviews. Ensure complaints are managed in line with internal policies, and service level agreements (SLAs) ensuring to comply with legal and regulatory standards. Track and analyze complaint data to identify trends, recurring issues, and opportunities for improvement. Prepare regular reports for senior management, highlighting performance metrics and areas for concern. Conduct in-depth investigations to identify the root cause of complaints Draft clear, empathetic, and professional responses to customers. Ensure consistent communication with complainants throughout the resolution process. Recommend and implement process improvements to enhance the customer experience and reduce complaints. Monitor effectiveness of changes and adjust as necessary. Preferred Experience - Previous experience in Operations in NBFC/Bank Location : Thane, Pokhran Road Regards, Pushpa Koli State HR Manager – Retail Finance, DSMG & Operations Mob : 8657416676 / Email: pushpa.koli@tatacapital.com

As an HR Manager (Generalist) at India Infotech, you will play a crucial role in leading and managing core HR functions throughout the employee lifecycle. You will be responsible for developing and implementing HR strategies that are aligned with the company's business goals. Your role will involve end-to-end recruitment, onboarding, and induction of new employees, as well as managing employee engagement, retention, and satisfaction initiatives. In this strategic and hands-on position, you will work in a high-growth, performance-driven environment. Your passion for people and culture will be essential as you handle performance management, grievance redressal, conflict resolution, and disciplinary actions. You will also be involved in maintaining and improving HR policies, procedures, and compliance with labor laws. Furthermore, as an HR Manager at India Infotech, you will support training, learning, and leadership development programs. Your responsibilities will include HR analytics and reporting to senior management, acting as a culture champion to promote transparency and positive workplace vibes. To excel in this role, you should have proven experience of 2-5 years in an HR Generalist or HRBP role. Strong knowledge of Indian labor laws, HRMS systems, and HR operations is required. Excellent communication, interpersonal, and problem-solving skills are essential, along with the ability to multitask and lead initiatives independently. A Bachelor's or Master's degree in Human Resources or a related field is preferred. Working at India Infotech, you will enjoy a fast-paced and collaborative work culture with opportunities to grow within a scaling organization. Transparent leadership, a flat hierarchy, work-life balance, and flexible thinking are some of the aspects you will appreciate in this role. You will have the freedom to drive change and make a positive impact within the organization.,

a thoroughBasic Information Role Title: Escalation Manager Function/Sub-Function/Vertical: Escalation Desk-CS Work Location: TDL Work Experience: 5-7 years in escalation management Experience and Skillset: Primary Responsibilities: 1. Manage Customer Escalations: Act as the primary point of contact for handling customer escalations across multiple channels (email, phone, social media, etc.). Take ownership of high-impact and sensitive issues, ensuring timely resolution and customer satisfaction. 2. Root Cause Analysis (RCA): Conduct thorough investigation into escalated issues to determine the root cause. Collaborate with cross-functional teams (Product, Technical, Operations, etc.) to resolve issues and implement long-term fixes. 3. Timely Resolution & Communication: Ensure escalations are acknowledged, tracked, and resolved within defined SLAs. Provide clear, consistent, and empathetic communication to internal stakeholders and customers throughout the resolution process. 4. Process Improvement & Prevention: Identify patterns and trends in escalations to proactively improve systems, processes, or training. Recommend and implement process changes to reduce repeat issues and prevent future escalations. 5. Stakeholder Management: Liaise with senior leadership, internal teams, and external partners to facilitate resolution of complex cases. Provide regular updates on escalation metrics, case statuses, and areas of concern. 6. Documentation & Reporting: Maintain detailed and accurate records of all escalations and actions taken. Prepare escalation reports and dashboards for leadership review. 7. Training & Knowledge Sharing: Mentor frontline support teams on effective escalation handling. Conduct periodic training sessions to ensure consistent escalation handling procedures. 8. Customer Advocacy: Champion the voice of the customer within the organization. Work to restore customer trust and strengthen long-term relationships. Preferred Qualifications: Proven experience in customer support, escalation handling, or service delivery roles. Strong communication, problem-solving, and interpersonal skills. Ability to manage multiple escalations simultaneously in a high-pressure environment. Knowledge of CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk). Familiarity with SLA metrics, customer satisfaction KPIs (CSAT/NPS/resolution within TAT), and escalation workflows. Education: Masters in Business Administration Experience: 5-7 years of work experience in Escalations management.

-Assist in the design, enhancement & management of NPS & APY product. -Work on new initiatives, process improvements & policy enhancements as per PFRDA guidelines. -Support the digital transformation of NPS & APY. -Support in developing SOPs.

Job Title : Escalations Manager Location : Hybrid Department : Customer Service Reports To : Director Job Summary: We are seeking a results-driven and dynamic Escalations Manager who can resolve customer complaints and escalations in the most effective manner. There is no team management responsibility in this role. This role demands expert problem-solving and strong communication. This is a Hybrid work model, and you must be able to commute to office when there is a requirement . Apart from handling escalations, you will also act in the capacity of a Relationship Manager and strive to generate business through referrals and Upselling. You should be flexible to work as a support staff member in other departments seeking assistance. Key responsibilities: Maintain good customer relations by building strong and transparent interpersonal connection with the customers, Receive, analyse, and prioritize escalated customer complaints or inquiries, Maintain clear, professional communication with customers throughout the escalation lifecycle, Document all escalations, actions taken, and outcomes in CRM, Analyse trends and root causes to proactively reduce escalation volume and improve processes, Negotiate resolutions and compensation within policy guidelines, ensuring customer satisfaction, Ensure seamless availability during business hours, Coordinate with designated senior officials and follow their instructions carefully and diligently, Solve problems and issues in the most creative and strategic ways, Maintain customer records accurately and UpToDate in the CRM and other places as instructed by the manager, Should be flexible enough to handle other works as assigned by the manager, Should be willing to work outside normal working hours of the company whenever required or instructed by manager. Desired Candidate Profile: Excellent and fast interpersonal relationship building ability Excellent relationship management skills Excellent escalations handling ability Good English communication (both verbal and written) Problem solving abilities Should be able to work under pressure Benefits: Competitive salary. Opportunities for career growth and development. Hybrid work option.

Job Summary: We are seeking a dedicated and experienced Customer Service Team Leader to oversee our Complaints Department. The ideal candidate will lead a team of complaint handlers, ensuring that customer complaints are resolved promptly, fairly, and in line with regulatory and internal standards. You will play a key role in improving customer satisfaction and driving service excellence through effective coaching, process improvement, and stakeholder engagement. Key Responsibilities: Lead, coach, and develop a team of complaint handlers to deliver high-quality service and resolution. Monitor and manage daily team performance against KPIs, SLAs, and compliance requirements. Ensure all complaints are handled with empathy, professionalism, and within regulatory guidelines (e.g., FCA, FOS if in financial services). Act as an escalation point for complex or high-risk complaints. Conduct regular quality audits, providing feedback and implementing corrective actions. Support recruitment, onboarding, and training of new team members. Analyze complaint trends and root causes; recommend and implement service and process improvements. Prepare and deliver regular reports to senior management on performance metrics, trends, and team progress. Collaborate with other departments (e.g., Legal, Compliance, Product, Operations) to drive resolution and improvement. Ensure full and accurate records of all complaints and communications are maintained. Qualifications & Experience: Proven experience in a customer service or complaints handling role (57 years). Minimum 23 years experience in a leadership or supervisory capacity. Strong understanding of complaint handling best practices and relevant regulations. Experience using CRM systems and reporting tools. Excellent written and verbal communication skills. Ability to manage high-pressure situations with empathy and professionalism. Strong analytical, coaching, and problem-solving skills. Preferred Qualifications: Experience within a regulated industry (e.g. medical, financial services, utilities, telecoms). Knowledge of [industry-specific regulatory bodies, e.g., FCA, FOS]. Formal training or certification in complaints handling or customer service (e.g., NVQ, ILM, CMI). Key Competencies: Leadership and team management Customer focus and empathy Conflict resolution Decision making and accountability Time management Attention to detail Coaching and development Interested candidates can share their resume on rajkumari@antaraseniorcare.com

Customer Support Social Media Escalation Process Job Location: Bangalore (Work from Office) Job Description: We are hiring Customer Support Executives for our Social Media Escalation Process . The ideal candidate should have prior experience in handling customer escalations via social platforms and must possess strong communication skills in English and Hindi . Key Responsibilities: Handle escalated customer queries/complaints received through social media channels Provide timely, empathetic, and effective resolutions Coordinate with internal teams for issue resolution Maintain records of all escalated interactions and follow-ups Required Experience: Minimum 6 months of experience in Customer Support with exposure to escalation handling Educational Qualification: Minimum 12th pass Language Requirements: Fluency in English and Hindi is mandatory Shift & Working Days: Day Shifts 6 Days Working , 1 day rotational off Salary: CTC: 35,000 per month Take Home: 30,000 per month Contact for Interview: Kamya 9084148502

Role & responsibilities Policy Development and Implementation : Develop, implement, and maintain employee relations policies, procedures, and programs that comply with Indian labor laws and regulations. Conflict Resolution : Investigate, resolve, and prevent employee disputes, grievances, and disciplinary matters. Employee Relations Support : Provide guidance and coaching to managers on handling employee relations matters, performance management, and disciplinary actions. Strategic Planning : Contribute to the development of HR strategies that support the organization's overall business objectives. Compliance : Ensure compliance with Indian labor laws, regulations, and company policies related to employee relations. Team Leadership : Manage and mentor a team of employee relations professionals, providing guidance, support, and development opportunities. Communication : Foster open and transparent communication between management and employees, ensuring that employee concerns are addressed promptly and effectively. Data Analysis : Utilize data and analytics to measure the effectiveness of employee relations programs and identify areas for improvement. Change Management : Support organizational changes by proactively identifying potential employee relations risks and developing plans to mitigate them. Preferred candidate profile Bachelor's degree in Human Resources, Business Administration, or a related field. A Master's degree in HR or an MBA is preferred. A minimum of 15 years of progressive HR experience, with at least 5 years in a leadership role. Strong Experience in Consequence Management, PIPs, CAPs, Disciplinary Actions, working on Tickets etc. Proven track record of successfully leading employee relations in a complex organizational setting. Strong leadership and people management skills, with the ability to build relationships and influence stakeholders at all levels. Excellent communication and interpersonal skills, with the ability to effectively interact with employees, managers, and external stakeholders. Experience in developing and implementing HR strategies and initiatives aligned with business objectives. Exceptional problem-solving and decision-making abilities, with a proactive and solution-oriented mindset. Proficient in HRIS systems [Workday preffered] and MS Office suite.

CEC Officer-Inbound-Digital Banking -Contact Centre Inbound Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

CEC - Correspondence - Grievance Redressal RL-Customer Experience Center-Customer Experience Center - Customer Service Job Role : Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities Adhere to agent-level Service Level Agreement (SLAs) specific by the process Ensure adherence to time schedules (Turn Around Time) Complete the logs specified by the process (End-of-day target) Adherence to Information Security norms & quality process norms. To be aware of and comply with any updates about the process Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance Provide inputs to improve work procedures that can enhance overall team performance Job Requirement : Graduate / Post Graduate Minimum 1 to 2 years of experience in customer service role on email support or calls. Should have experience in handling customer queries, request , complaints and ensuring customer satisfaction. Candidate should have an excellent verbal & written English communication. Ability to work efficiently in a dynamic environment, handling multiple customer queries / complaints simultaneously. Flexible to get scattered 8 Week Offs in a month with 9hours shift. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.

Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

GradeM2/M3 RoleGrievance Redressal Officer Job Role Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations 6 – 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up Strong domain knowledge of Consumer Banking products, processes and technology Strong analytical skills to derive insights from data and create actionables thereof Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)