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

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:Customer Service

Salary: Not Disclosed by Recruiter

Industry:Banking

Functional Area:Customer Success, Service & Operations

Role Category:Customer Success, Service & Operations - Other

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

PG:Any Postgraduate

Company Profile

Mount Talent Consulting Private Limited

Bank/Fintech/NBFC

Company Info
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Contact Company:Mount Talent Consulting Private Limited