
Urgent Hiring
5 days ago
We are Currently Hiring for the Role of Nodal Complaints Officer at Aditya Birla Capital Ltd.
ABC Company Info:
Aditya Birla Capital Limited ("ABCL") is the holding company for the financial services businesses of the Aditya Birla Group. With subsidiaries/JVs that have a strong presence across Protecting, Investing and Financing solutions, ABCL is a financial solutions group that caters to the diverse needs of its customers across their life cycle. Powered by more than 38,000 employees, the businesses of ABCL have a nationwide reach with over 1300 branches, more than 2,00,000 agents/channel partners and various bank partners.
Role & responsibilities: :
Respond to customer complaints
- Strictly adhere to the Grievance Framework designed for the team.
- Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
- Documentation of Customer Complaint which is fairly and efficiently executed in CRM
- Ensure end to end closure of complaint and zero recurrence.
- Respond to complaints received on the regulators portal and ensure redressal within timelines.
Monitor & Analyze complaint types
- Monitor the types of complaints received and analyze reasons, trends and share observations
- Identify gaps basis nature of complaints received, suggest improvement measures to the SH Grievance Redressal and Service Head and liaise with stake holders for process enhancement.
Stakeholder Management
- Maintain effective relationship with all internal stakeholders involved in resolving customer escalations.
- Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.
MIS and Dashboard for Senior Management
- Maintain a detailed MIS on complaints and escalaons
• - Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.
Root Cause analysis of complaints received
•
- Conduct detailed Root Cause analysis for complaints received by the escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.
Audits
- Responsible for maintaining required data/MIS/evidence which may be required during audits.
- Participate in statutory, internal and external audits when required.
Preferred candidate profile
- Any Graduate or Postgraduate
- Strong experience in grievance redressal across multiple platforms.
- Proven ability to manage and resolve high-level complaints effectively
- Excellent written communication and drafting skills
- Candidate should be ok with Thane or Goregaon location
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