Sr. Manager - Grievance Management

To lead and strengthen the Customer Service & Grievance Redressal function by ensuring timely resolution of customer queries and complaints, adherence to regulatory guidelines (RBI/NHB), and enhancement of customer experience across branches and digital platforms in line with the companys service standards.

Key Responsibilities:

• Customer Service Management

• Oversee customer service operations across branches, call centers, and digital channels.
• Develop and implement customer service standards, policies, and escalation protocols.
• Monitor customer satisfaction levels and initiate service improvement measures.

• Grievance Redressal & Regulatory Compliance

• Manage the end-to-end grievance redressal mechanism in compliance with RBI/NHB regulations.
• Ensure timely acknowledgment, resolution, and closure of complaints within defined TATs.
• Act as the

  Principal Nodal Officer

  for escalation to Ombudsman/Regulators.
• Maintain records of complaints and prepare periodic MIS/reports for senior management and regulators.

• Stakeholder Coordination

• Work closely with Operations, Sales, Collections, IT, and Legal teams to resolve customer issues.
• Liaise with regulators, industry bodies, and external stakeholders for compliance and grievance matters.

• Process Improvement & Training

• Identify recurring customer issues and drive root cause analysis for permanent resolution.
• Implement customer-centric initiatives to improve overall service delivery.
• Conduct training sessions for branch and frontline staff on customer service and grievance handling.

• Technology & Innovation

• Leverage digital tools (CRM, complaint tracking system, self-service platforms) to streamline customer service.
• Monitor service performance dashboards and analytics for proactive action.

Key Performance Indicators (KPIs):

• Average Turnaround Time (TAT) for complaint resolution.
• Reduction in repeat complaints and escalation cases.
• Customer Satisfaction Score (CSAT)/Net Promoter Score (NPS).
• Compliance with regulatory timelines and reporting standards.
• Branch/Region-wise service quality improvement.

Desired Candidate Profile:

• Graduate/Postgraduate in Management/ Commerce/Finance; certification in Customer Experience or Compliance preferred.
• 10-15 years of experience in

  Housing Finance / NBFC / Banking

  , with at least 5 years in customer service & grievance redressal.
• Strong knowledge of RBI/NHB guidelines, Ombudsman schemes, and regulatory reporting.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to manage teams, drive service culture, and implement process improvements.