Cluster Head

16 hours ago

Pune, Maharashtra, India CSB Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
  1. The Cluster Head – BSQIG & Regional Nodal Officer - is responsible for overseeing branch-level surveillance, governance, and customer grievance redressal within a defined geographic area. 
  2. The role entails leading initiatives to ensure regulatory compliance, fostering a customer-centric approach, and driving service excellence across the retail branch network. 
  3. Acting as a liaison between branches, the central Grievance Redressal team, and internal stakeholders, this position ensures prompt and effective resolution of customer issues while upholding the bank's service standards.
Responsibilities

  1. Execute timely surprise review visits to branches as per the approved schedule.
  2. Identify trends, analyze root causes, and recommend both short-term and long-term corrective actions.
  3. Ensure transparent, timely & unbiased reporting of findings and coordinate with stakeholders to implement rectifications
  4. Share findings with branch and zonal teams, tracking closure of observations and actions.
  5. Recommend disciplinary actions in cases of policy deviation or process lapses, as per the bank's guidelines.
  6. Serve as a subject matter expert in assessing and resolving conflicting or complex situations.
  7. Act as a helpline for branches in understanding and implementing the branch processes
  8. Training Branches on processes where exceptions are high to ensure smooth operations at branches resulting into good customer service 

Regional Nodal Officer

  1. Implement and uphold the bank's grievance redressal policy across all operational units / branches
  2. Ensure full compliance with the RBI's Integrated Ombudsman Scheme and other applicable regulatory frameworks at branches in their respective regions.    
  3. Conduct training sessions for branch staff in their respective regions on effective complaint handling practices
  4. Representing the bank in their assigned geography to mandatorily attend the regulatory meetings
  5. Provide day to day support on decision making on customer complaints under their respective regions
  6. Close coordination with Branches for early resolution of customer complaints
  7. Conduct of branch level customer service committee meetings on a monthly basis
  8. Conduct of Quarterly standing committee meetings are respective regions as and when required
  9. Conduct of various customer awareness meetings at their respective regions as and when required. 
  10. Overall control on Grievance redressal at branches under respective regions. 
Qualifications

Graduate / MBA from reputed Institute

Professional Qualifications

  1. A minimum of 15-18 Years of relevant Experience in branch banking, customer service, business, or operations, with a strong focus on driving a customer-centric agenda
  2. In-depth knowledge of banking products, services, regulatory guidelines to customer service & the Banking Ombudsman Scheme.
  3. Strong analytical and problem-solving abilities.
  4. Exceptional conflict resolution and negotiation skills.

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