Chief Governance Compliance Officer

2 days ago

Gurgaon, Haryana, India beBeeComplaint Full time ₹ 17,59,918 - ₹ 21,47,483
About the Job

Our company is seeking a highly skilled professional to manage employee governance for complaint management across the organization.

  • This role involves developing quality management frameworks, designing standard operating procedures (SOPs), and ensuring accurate and complete reporting of complaints.
  • The ideal candidate will have experience in managing employee teams, creating new complaint categories, reviewing existing ones, and evaluating registration processes.

We are looking for someone who can foster a reduction in gross complaint volumes, drive process changes for enhanced customer experience, and ensure compliance adherence.

Responsibilities:

This position requires a high level of detail orientation, analytical ability, process orientation, and market awareness. The successful candidate will be able to drive complaint resolution accuracy, improve resolution efficiency, and monitor resolution progress.

  • Developing and implementing a comprehensive quality management framework to drive accurate validations of complaints at the organization level.
  • Designing SOPs for complaints and ensuring accurate/complete reporting of complaints for the business.
  • Maintaining MIS & Reporting of Revalidation.
  • Creating new complaint categories as per changing business requirements and reviewing existing complaint categories.
  • Evaluating Complaint Registration Process according to the complaint management SOP.
  • Ensuring accurate and timely Complaint resolution and monitoring of resolution.
  • Working with various functions to improve resolution accuracy.
  • Fostering reduction of Gross complaint volumes for the business.
  • Closure of ATR received from Board Appointed committee regarding complaints.
  • Ensuring process documentation and compliance adherence.
Required Skills & Experience:
  • Understanding of credit card industry landscape.
  • Knowledge of customer service processes.
  • Regulatory framework knowledge.
Competencies Critical to the Role:
  • Detail orientation.
  • Analytical ability.
  • Process orientation.
  • Market awareness.
Qualification:

MBA in any discipline.

Preferred Industry:

FSI.

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