
Grievance Resolution Manager
5 days ago
Job Overview:
The Grievance Resolution Manager plays a pivotal role in ensuring customer satisfaction and trust in our organization. As the successful candidate, you will be responsible for managing end-to-end grievances across all channels, ensuring timely resolution, and delivering an exceptional customer experience.
Main Responsibilities:
- Credit Bureau Disputes: Handle disputes with credit bureaus, collaborate with internal teams to resolve complaints, and facilitate seamless communication with customers.
- Regulatory Compliance: Maintain comprehensive records for internal audits, statutory audits, and regulatory inspections, including complaint logs, TATs, decisions, communications, and evidence.
- Fraud and Cybercrime Handling: Report phishing/impersonation/loan-app clones/UPI frauds using our name to law enforcement authorities, coordinate with local cyber police/CID, and maintain records and logs of such activity.
- Process Excellence and Analytics: Define and track grievance SLAs, FCR, reopen rate, bureau correction TAT, repeat root causes, and Ombudsman incidence, and build dashboards to drive policy/UX changes.
Necessary Skills and Qualifications:
- 5–9 years of experience in grievance redressal, customer advocacy & credit-bureau operations in NBFC/fintech/bank.
- Strong working knowledge of RBI Integrated Ombudsman Scheme (RB-IOS), CMS portal workflows, and complaint documentation.
- Excellent stakeholder management and strong communication skills, both oral and written
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