Nodal Officer - Customer Grievance Redressal and Executive Customer Relations

Nodal Officer-HO & SUPPORT-Grievance Redressal

CX Team: Head Executive Customer Relations

 

DepartmentCustomer ExperienceLocation Mumbai Grade M5

 

 

 

 

Job Role:

• The incumbent is expected to lead the Executive Customer Relations desk - handling escalations to Board of directors & Senior management.   
• S/he will be accountable for providing end-2-end resolution to the Customers within 24 hours.
• For this s/he will be empowered to take decision and for cases which are beyond the empowerment coordinate with the product/ business verticals and ensure that all the Complaints are resolved within TAT.  
• S/he will review the rejected complaints and check for completeness of the responses This person is required to identify key issues which emerge from the ECR escalations. 
• The incumbent will also be accountable for complete RCA and drive the improvements through the Kaizen team. 
• Incumbent will coordinate a monthly Complaints review meeting with the Business leaders with the intent to drive policy, process & culture changes. 
• Key performance metric will be – Speed: Resolution TAT; Quality: % customers saying issue not resolved; Customer feedback: TNPS®

 

 

 

 

Job Requirements:

• Customer orientation essential
• High level of Customer ownership 
• Must have run a large branch / set of branches 
• Drive for results
• Problem solving skills along with eye for details Confident to take judgement calls to resolve the customer issues
• Very good understanding of RBI Regulations, business processes and Systems 
• Persuasive & Persistent
• Ability to work with cross functional teams
• Good communication skills – written and oral
• 6 sigma green belt would be useful

 

 

Experience Level

Executive Level