Manager - Grievance Management

Job Purpose

To ensure timely and effective resolution of customer complaints and grievances while maintaining compliance with regulatory guidelines issued by the Reserve Bank of India (RBI), Banking Ombudsman Scheme, and internal customer service policies. The incumbent will act as the key point of contact for grievance management and customer satisfaction enhancement.

Key Responsibilities

Customer Complaint Management

• Receive, record, investigate, and resolve customer complaints received through branches, email, website, call center, social media, and regulatory channels.
• Ensure complaints are acknowledged and resolved within prescribed Turn Around Time (TAT).
• Maintain customer grievance registers and complaint management systems.
• Communicate complaint status and resolution updates to customers.

Regulatory Compliance

• Ensure adherence to RBI Master Directions, Banking Ombudsman guidelines, and internal policies.
• Monitor complaints escalated to RBI Integrated Ombudsman Scheme (RB-IOS).
• Coordinate with internal stakeholders for regulatory submissions and responses.
• Support audits and compliance reviews related to customer grievance handling.

Investigation & Resolution

• Analyze complaint root causes and recommend corrective actions.
• Liaise with Branch Heads, Operations, Credit, Collections, and other departments for resolution.
• Escalate critical and unresolved complaints to the Principal Nodal Officer or senior management.

Reporting & MIS

• Prepare daily, weekly, and monthly complaint MIS reports.
• Track complaint trends, aging analysis, and key service indicators.
• Present grievance dashboards to management and regulatory authorities as required.
• Recommend process improvements based on customer feedback and complaint analytics.

Customer Experience Enhancement

• Identify recurring customer concerns and suggest service improvements.
• Conduct awareness sessions for branch staff on complaint handling procedures.
• Promote customer-centric service culture across the organization.

Key Performance Indicators (KPIs)

• Complaint resolution within TAT (%).
• Reduction in repeat complaints.
• Customer satisfaction score (CSAT).
• Regulatory compliance adherence.
• Closure rate of escalated complaints.
• Ombudsman complaint reduction and successful resolution rate.

Qualifications

• Bachelor's Degree in Commerce, Business Administration, Banking, Finance, or related field.
• MBA preferred.

Experience

• 5-10 years of experience in banking operations, customer service, complaint management, or compliance.
• Experience in handling RBI Ombudsman cases and regulatory complaints preferred.