Manager- Complaints Management

Hiring for Bank

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Job Description

Job Title

Manager Complaints Management


Client Services



Reporting To

Head – Complaints Management


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


Key Responsibilities


Support the management and handling of all escalated complaints and influence the relevant value chain to create urgency in providing resolutions to the complainants


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.


Support the Head – Complaints Management in the creation of Complaint management related processes.


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.


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.


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.


Responsible for the creation of the monthly Social Media Report.


Creation of all complaints related information / dashboards required periodically for various Governance Bodies or Services Management.


Liaise with Services projects to ensure that all recommendations and actionables are successfully implemented, taking responsibility of the end results envisaged


Responsible to ensure all learnings from RCA data is handed over to the relevant Managers for execution and ensuring ultimate closure.


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

C. Qualifications and Experience Requirement






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



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




To conduct your duties with good judgment and in good faith


To be sensitive and responsible for what we say and do


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


To be enterprising and take ownership of our actions


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


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


The ability to convey information to others effectively and efficiently


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


Effective presentation skills


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:Customer Service

Salary: Not Disclosed by Recruiter


Functional Area:Customer Success, Service & Operations

Role Category:Customer Success, Service & Operations - Other

Employment Type:Full Time, Permanent


UG:Any Graduate

PG:Any Postgraduate

Company Profile

Mount Talent Consulting Private Limited


Company Info
View Contact Details+

Contact Company:Mount Talent Consulting Private Limited