Deputy Manager

2 weeks ago

Borivli, Maharashtra, India Axis Finance (AFL) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Roles and Responsibilities

  • Correct identification, response and resolution of grievances assigned
  • Resolution of cases within TAT.
  • Responsible to provide adequate and quick resolution to all the escalated complaints at GRC
  • Ensuring adherence of grievance redressal policy and processes, monitoring its implementation and initiating corrective action
  • Evaluation of complaints and submit the RCA with action plan.
  • Participate in various initiatives towards reduction in escalations of customer complaints.
  • Ensure adequacy and quality of all complaints resolution at this level.
  • To ensure the deliverables are met in a timely manner.
  • Responsible to take up complaint's reduction initiative among top categories.
  • Ensuring all regulatory queries are answered to the regulators satisfaction.
  • Keep the team motivated and assess their training requirements regularly.
  • Effective team management.
  • Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.
  • People Management or Self-Management Responsibilities - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
  • Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

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