Management Trainee Grievance Redressal & Customer Experience Strategy

This role is structured to provide a holistic learning curve with a clear progression in responsibilities and impact.

Phase 1: Foundation & Immersion (First 15 Months)

The journey begins at the forefront of customer interaction. This foundational phase is crucial for building the empathy and product knowledge needed for a strategic role.

Master the Voice of the Customer

Become a Product Expert

Understand the Ecosystem

Phase 2: Analysis & Strategic Contribution (15-24 Months & Beyond)

Drive Data-Driven Insights:

Connect the Dots:

Influence Key Metrics

Shape Management Dialogue

Key Responsibilities

Act as the primary resolution owner for customer grievances, ensuring timely and effective solutions in line with regulatory standards.

Conduct Root Cause Analysis (RCA) on recurring complaints to identify systemic gaps in processes, products, or policies.

Develop and publish periodic dashboards, data cuts, and MIS reports for leadership, focusing on complaint trends, resolution TAT, NPS, and CSAT scores.

Prepare and present insightful reports and presentations for monthly and quarterly management reviews.

Recommend and contribute to process improvement projects aimed at mitigating complaints and enhancing the overall customer journey.

Serve as a subject matter expert on customer issues, providing valuable feedback to product and policy teams.

Who We're Looking For

Educational Background: MBA/PGDM(orequivalent) from reputed B-School in India.

Analytical Mindset: Exceptional analytical and problem-solving skills. You love diving into data to find the "why" behind the numbers.

Stellar Communication: Excellent written and verbal communication skills, with the ability to articulate complex issues simply and effectively. High Empathy: A customer-first attitude with the ability to understand borrower concerns and advocate for them.

Driven & Proactive: A self-starter with a strong sense of ownership and the ambition to grow into a leadership role