RO:Service Recovery - Team Member

JobTitle

PrincipalNodalOfficer (PNO)/ Nodal Officer(NO) / Circle Nodal Officer (CNO)

Department

Service Recovery

Grade

AM / DM / M

Location

Mumbai

ReportingTo

The Principal Nodal Officer (PNO) / Nodal Officer (NO) & Circle Nodal Officer (CNO) is responsible for managing the Grievance Redressal Processof the Bank and for managing the activities of their Unit. Customers with grievance shouldbeabletoapproachthePNO / NO / CNOinthefirstinstanceandhenceliaiseswiththeVarious Units/ Depts/ Branchesongrievancematters.Theteam ensuresthattheBank'sescalationmanagementprocessesarecreated&implementedaspertheregulatoryguidelines.Allcomplaints&complainants are treated fairly by providing the appropriate resolutions within the set timelines,withthedesired quality &arecommunicatedproperlytoallconcerned parties.

PrimaryPurposes:

EnsuretheprescribedGrievanceRedressalProcessoftheBankworksinspirit in action.

Ensuretheescalationmatrixworkssmoothlyfromaregulatoryperspective.

complainants

SR.

Key Responsibilities

1.

2.

ResponsibleforallPNO / NO/CNOrelatedactivitiesforallsegments,businesses andchannels oftheBank.

3.

Responsibleforthemanagementof allPNO/ NO / CNOcomplaints.Ensureseffective&timelyresolution ofallsuchcomplaintsinlinewiththeregulatoryrequirements.

4.

EnsurescompleteadherencetoBankingOmbudsmanSchemeandInternalOmbudsmanscheme publishedbytheRegulator.

5.

Ensures period presentations/submissions to management on complaint trends/regulatory viewsonBankintermsoftrends andhighlightsdeficienciesobserved, ifany.

6.

EnsuresthatappropriateRedFlagsareraisedtomanagement,whenrequired.

7.

Ensures all complaints across all channels, where the resolution is partial/fully not in favour ofthe complainant, are un-biasedly evaluated at PNO / NO / CNO level & that fair judgments are passed on tothe complainants.

8.

Ensures analysis of each escalation to derive the root cause/s (RCA) for further reduction &/ornon-recurrence ofthecomplainttypeiscarriedout.

9.

LeveragestheRCAsoftheescalationsforimprovementoftheproducts,processes,technology, communication&people.

10.

Provides regularinputstoprogress onthejourney toachievetheBank's&Services unit'svision& framework.

11.

Ensuresacontinuousimprovementprocessisinplacetomaintainthehighbenchmarkssetfor theescalationmanagementprocess.

12.

Keycontributor indesigning &executing theBank'sagendaonservicerecovery. Identifiesmassimpactitems/incidentsfromtheescalations&ensuretheServicesLeadershipTeamis edwellintime.

Qualifications

Essential

Graduate

Preferred

PostGraduate/MBA(fulltime)

Experience

Essential

.Minimum 5 years of total work experience, incl.min.3 years in bankingacross differentunits/businesses.

.Atleast2yearsofexperience inmanagingcomplaints/grievanceredressal /escalationsmanagementat senior levels

Preferred

Combinationofexperienceinbranchbanking,operations&services

Skill

Attribute

ServiceExcellence

.TreatingCustomerRight

.Takingend-to-endOwnershipofCustomerIssues

.CuttingacrosstheBanktoobtainresultsforCustomerServicing

.Alwayshandling Customerswithapositiveattitude

.Valuingthevaluechainwithintheorganisation

.StayingaheadofCustomerNeeds/Queries

Complaints &RequestHandling

.Aptitudetosenseclientimpactingissuesandproposemeasurestomitigate

.Abilitytocutthroughtheorganisationandseekappropriateinformation

.KnowledgeofallBanksprocesses,products&services

.AbilitytoseeksolutionstoClient Issues&Complaintsandhandlethemholistically

.Abilitytosenseareasofconcern&suggestmeasurestomitigatethem.