Manager – Complaints management | Bank | Mumbai

From 3 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities


Job Description

Job Title Manager Complaints Management

Department Client Services

Grade Manager

Reporting To Head – Complaints Management

Location CO, Mumbai

Grade Eligibility Deputy Manager /Manager

A. Position Purpose

Responsible to support the Head – Complaints Management in the management of all

escalated and other complaints. Manages certain complaints personally and ensures timely

closure. Responsible for the availability and creation of various MI for Customer complaints

across the Bank.

Primary Purposes:

• Support the process of Complaints Management

• Availability & Creation of relevant MI Reports

• Backup for the Social Media Services Staff


B. Position Responsibilities

Sr. Key Responsibilities

1 Support the management and handling of all escalated complaints and influence the

relevant value chain to create urgency in providing resolutions to the complainants

2

Conduct RCAs of all escalated / social media complaints of the Bank, using the support

of the Regional Service Teams. Identify themes, recurring issues and underlying

reasons.

3 Support the Head – Complaints Management in the creation of Complaint management

related processes.

4

Organize the regular monthly Complaint management related calls with Regional

Stakeholders to discuss the trends and actionables. Note action points, create minutes

and monitor deliveries promised by all.

5

Responsible for the creation of quality Service Incident Reports (SIR), initiating the

relevant actions emanating from the analysis of each report, ensuring the actions are

completed and the database of SIRs is maintained.

6

Obtain / Create relevant MI reports on all Escalated Complaints (Senior Management /

RBI / BO), Third Party Products related Complaints, Social Media Complaints and

others for regular reporting to Management and various committees.

7 Responsible for the creation of the monthly Social Media Report.

8 Creation of all complaints related information / dashboards required periodically for

various Governance Bodies or Services Management.

9 Liaise with Services projects to ensure that all recommendations and actionables are

successfully implemented, taking responsibility of the end results envisaged

10 Responsible to ensure all learnings from RCA data is handed over to the relevant

Managers for execution and ensuring ultimate closure.

11 Backup for Social Media Cell & MoBank Reviews, actions and reporting.


C. Qualifications and Experience Requirement


Qualifications

Essential Graduation

Experience

Essential Minimum 3 to 5 years of experience including a combination of

customer service experience in Banking or Financial Sector.

Experience includes Root Cause Analysis. Experience in

interacting with stakeholders/third parties to influence results while

fostering mutual growth and learning.


D. Competency Requirements

a. Technical Skills

Skill Attribute

Complaints

Handling


• Aptitude to sense client impacting issues and propose measures to mitigate

• Ability to cut through the organisation and seek appropriate information

• Knowledge of all Banks processes, products & services

• Ability to seek solutions to Client Issues & Complaints and handle them holistically


Service

Excellence


• Treating Customer Right

• Taking end-to-end Ownership of Customer Issues

• Cutting across the Bank to obtain results for Customer Servicing

• Always handling Customers with a positive attitude

• Valuing the value chain within the organisation

• Staying ahead of Customer Needs/Queries


Market & Other

Research


• Ability to assess pertinent data

• Creativity & open minded approach

• Ability to formulate a research issue

• Capacity for analysis and grasp of sophisticated data vectors

• Ability to work in an interdisciplinary environment

• Ability to incorporate existing knowledge

• Demonstrates creativity and documented immersion in social media.

• Proficient in content development and application


Project

Management


• Overall Project Management & Execution, including

• Initiating & Planning

• Delivering results

• Monitoring & Controlling

• Project Risks

• Stakeholder Management

• Project Closure

b. Behavioural Skills

Competencies Attribute

Professionalism To conduct your duties with good judgment and in good faith

Respect To be sensitive and responsible for what we say and do

Excellence To act in a manner that earns the trust and admiration of others

Entrepreneurial To be enterprising and take ownership of our actions

Teamwork Working collaboratively to achieve the common goals and be


successful together


Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them


engaged while delivering the necessary

Result Oriented Unwavering focus on achieving results

Influence Ability to influence stakeholders in a smooth, non-abrasive manner

Orientation to Excellence Strives for Excellence in whatever they do

Attention to Detail Being meticulous and checking the nitty gritty

Communications The ability to convey information to others effectively and efficiently

Perseverance 1. persistence in doing something despite difficulty or delay in achieving


success


Time Management Managing time effectively - allocating the right time to the right activity

Presentation Effective presentation skills

Negotiation Negotiation skills resulting in creation of win-win situations

Stakeholder Management Regular & appropriate engagement with all stakeholders, ensuring


they are informed and aligned when required


Relationship Management Understands that relationship management is a set of beliefs, data

and processes that seek to better understand the needs of others and

to produce value for them and the organization


E. FUNCTIONAL INTER-LINKAGES

Internal & External

All departments of the Bank, particularly

• Services Departments

• Business Units

• Branch Network & Other Channels

• Operations

• IT



Desired Candidate Profile



Perks and Benefits



Role:Operations Manager

Salary: Not Disclosed by Recruiter

Industry:Banking

Functional Area:Customer Success, Service & Operations

Role Category:Operations

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

Mount Talent Consulting Private Limited

Bank

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Contact Company:Mount Talent Consulting Private Limited