Urgent Hiring - Nodal Complaints Officer | Aditya Birla Capital

Nodal Complaints Officer

ABC Company Info:

Aditya Birla Capital Limited ("ABCL") is the holding company for the financial services businesses of the Aditya Birla Group. With subsidiaries/JVs that have a strong presence across Protecting, Investing and Financing solutions, ABCL is a financial solutions group that caters to the diverse needs of its customers across their life cycle. Powered by more than 38,000 employees, the businesses of ABCL have a nationwide reach with over 1300 branches, more than 2,00,000 agents/channel partners and various bank partners.

Role & responsibilities:

Respond to customer complaints

• Strictly adhere to the Grievance Framework designed for the team.
• Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
• Documentation of Customer Complaint which is fairly and efficiently executed in CRM
• Ensure end to end closure of complaint and zero recurrence.
• Respond to complaints received on the regulators portal and ensure redressal within timelines.

Monitor & Analyze complaint types

• Monitor the types of complaints received and analyze reasons, trends and share observations
• Identify gaps basis nature of complaints received, suggest improvement measures to the SH Grievance Redressal and Service Head and liaise with stake holders for process enhancement.

Stakeholder Management

• Maintain effective relationship with all internal stakeholders involved in resolving customer escalations.
• Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.

MIS and Dashboard for Senior Management

• Maintain a detailed MIS on complaints and escalaons •
• Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.

Root Cause analysis of complaints received

• Conduct detailed Root Cause analysis for complaints received by the escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.

Audits

• Responsible for maintaining required data/MIS/evidence which may be required during audits.
• Participate in statutory, internal and external audits when required.

Preferred candidate profile

• Any Graduate or Postgraduate
• Strong experience in grievance redressal across multiple platforms.
• Proven ability to manage and resolve high-level complaints effectively
• Excellent written communication and drafting skills
• Candidate should be ok with Thane or Goregaon location