Grievance Resolution Manager

5 days ago


Bellary, Karnataka, India beBeeResolution Full time ₹ 15,00,000 - ₹ 25,00,000

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:

  1. Credit Bureau Disputes: Handle disputes with credit bureaus, collaborate with internal teams to resolve complaints, and facilitate seamless communication with customers.
  2. Regulatory Compliance: Maintain comprehensive records for internal audits, statutory audits, and regulatory inspections, including complaint logs, TATs, decisions, communications, and evidence.
  3. 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.
  4. 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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