Posted:-1 days ago|
Platform:
Work from Office
Full Time
Hi ,
Please find below mentioned JD for Role-
Complaints Manager will be responsible for managing a 20 members team. Will be handling entire Grievance Department for UPI complaints raised through CRM-CMS, Email complaints, Social Media Complaints , App Complaints , NPCI portal complaints , Management complaints. Plan to adhere TAT for resolving customer complaints. RCA on all complaints to reduce the overall incoming complaints. Monitor Quality of responses. Needs to interact with clients on daily basis. Understand clients requirement and close as per the deadline set by the banker. Good leadership qualities.
1. Manage team on daily BAU without any deviations.
2. Follow all metrics set for complaints Management Department. (TAT, Quality and Pendency)
3. Dashboards with 360 degree analysis to be published on weekly basis to Management and Banker.
4. Focus on Reduction of complaints.
5. Any Surge in complaints needs to be immediately reported to bank and fix the issues.
6. Co-ordination with all stakeholders for resolving customers complaint within the given timelines.
Mindgate Solutions
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