Sr. Manager

3 days ago

Bengaluru, Karnataka, India Canfin Homes Limited Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role Objective:

To lead and strengthen the Customer Service & Grievance Redressal function by ensuring timely resolution of customer queries and complaints, adherence to regulatory guidelines (RBI/NHB), and enhancement of customer experience across branches and digital platforms in line with the companys service standards.

Key Responsibilities:

  • Customer Service Management
  • Oversee customer service operations across branches, call centers, and digital channels.
  • Develop and implement customer service standards, policies, and escalation protocols.
  • Monitor customer satisfaction levels and initiate service improvement measures.
  • Grievance Redressal & Regulatory Compliance
  • Manage the end-to-end grievance redressal mechanism in compliance with RBI/NHB regulations.
  • Ensure timely acknowledgment, resolution, and closure of complaints within defined TATs.
  • Act as the Principal Nodal Officer for escalation to Ombudsman/Regulators.
  • Maintain records of complaints and prepare periodic MIS/reports for senior management and regulators.
  • Stakeholder Coordination
  • Work closely with Operations, Sales, Collections, IT, and Legal teams to resolve customer issues.
  • Liaise with regulators, industry bodies, and external stakeholders for compliance and grievance matters.
  • Process Improvement & Training
  • Identify recurring customer issues and drive root cause analysis for permanent resolution.
  • Implement customer-centric initiatives to improve overall service delivery.
  • Conduct training sessions for branch and frontline staff on customer service and grievance handling.
  • Technology & Innovation
  • Leverage digital tools (CRM, complaint tracking system, self-service platforms) to streamline customer service.
  • Monitor service performance dashboards and analytics for proactive action.

Key Performance Indicators (KPIs):

  • Average Turnaround Time (TAT) for complaint resolution.
  • Reduction in repeat complaints and escalation cases.
  • Customer Satisfaction Score (CSAT)/Net Promoter Score (NPS).
  • Compliance with regulatory timelines and reporting standards.
  • Branch/Region-wise service quality improvement.

Desired Candidate Profile:

  • Graduate/Postgraduate in Management/ Commerce/Finance; certification in Customer Experience or Compliance preferred.
  • 10-15 years of experience in Housing Finance / NBFC / Banking, with at least 5 years in customer service & grievance redressal.
  • Strong knowledge of RBI/NHB guidelines, Ombudsman schemes, and regulatory reporting.
  • Excellent communication, problem-solving, and stakeholder management skills.
  • Ability to manage teams, drive service culture, and implement process improvements.

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