Lead - Centralised Grievance Redressal Unit| Mumbai

Lead - Centralised Grievance Redressal Unit| Mumbai

1. A "Centralised Complaint Redressal Cell" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers. 
2. It typically involves receiving, investigating, and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution.  
3. Head-Centralised Grievance Redressal Cell is responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints. 
4. Head-Centralised Grievance Redressal Cell is also act as the single contact point to the Senior Management Team to provide regular update on customer complaints.  
5. The Head of Grievance Redressal is crucial in protecting the bank’s reputation, enhancing customer trust, and ensuring regulatory compliance.                

1. Oversee the functioning of the grievance redressal mechanism across all branches and departments. 
2. Act as the Central Nodal Officer for Greivance Redressal for the Bank.  Coordinates with various BO offices, DFS and other regulatory bodies to ensure resolution of complaints. 
3. Ensuring the smooth and productive functioning of Greivance Redressal Cell of the Bank. Maintain comprehensive records of all complaints and their respective resolutions.
4. Identify systemic issues and recommend corrective actions.
5. Conduct daily, weekly, and monthly analyses of customer complaints through the team; Generate and publish relevant MIS, Reports and dashboards to Senior Management.
6. Handle escalated complaints from branches or customer service teams, acting as the final escalation point before referral to the Internal  Ombudsman or RBI.
7. Review all complaints for completeness and coordinate with the Internal Ombudsman for impartial evaluation of unresolved or complex cases.
8. Identify trends and systemic issues through complaint analysis; recommend timely corrective and preventive actions to relevant departments.
9. Submit periodic reports to senior leadership and regulatory authorities as required.
10. Develop and implement the Grievance Redressal Policy in line with regulatory guidelines .
11. Ensure customers are informed about their rights and the avenues available for grievance redressal. 
12. Ensure full compliance with the RBI’s Integrated Ombudsman Scheme and other applicable regulatory frameworks.
13. Conduct training sessions for branch and customer service personnel on effective complaint handling practices.
14. Promote awareness through branch displays, websites, and customer interactions.
15. Use grievance data to identify service gaps and improve products, services, and processes.
16. Ensure timely conduct of Quarterly Standing Committee Meetings on a monthly basis 
17. Preparation and submission of Board Notes on a regular basis to CSC of Board and Board 
18. Use grievance data to identify service gaps and improve products, services, and processes. 
19. Liasoning with Complaince, FRM, DCPC, Vigilance, Internal Audit Departments for smooth conduct of regulatory items and compliance. 
20. Single contact point for coordination of departmental activities for Regulatory audit and its compliance.  

Graduate / MBA from reputed Institute

Professional Qualifications

1. A minimum of 12 - 14 Years of relevant banking experience
2. Proven experience in branch operations.
3. Expertise in governance frameworks, process mapping, and root cause analysis.
4. Ability to drive cross-functional collaboration and lead change initiatives

Experience Level

Senior Level