Grievance Redressal Officer

4 days ago

Chennai, TN, India Skillventory Full-time ₹20,00,000 - ₹30,00,000 Contract
Role & responsibilities
- Lead Grievance Redressal Team\*: Manage a team of grievance redressal officers to ensure efficient and effective resolution of customer complaints.
- Complaint Resolution\*: Oversee the complaint resolution process, ensuring timely and satisfactory resolution of customer grievances.
- RBI Cases: Handle cases escalated by the Reserve Bank of India (RBI) and ensure timely and compliant resolution.
- PNO (Principal Nodal Officer) Cases\*: Manage cases received in the PNOs mail ID and ensure resolution in accordance with regulatory guidelines.
- MD Escalations\*: Handle escalations from the Managing Director (MD) and ensure prompt and satisfactory resolution.
- Root Cause Analysis: Conduct root cause analysis of customer complaints to identify areas for improvement and implement corrective actions.
- Process Improvement: Collaborate with cross-functional teams to improve processes and procedures, reducing the likelihood of similar complaints in the future.
- Customer Communication: Ensure timely and effective communication with customers regarding their complaints, providing updates and resolution.
- Reporting and Analytics\*: Track and analyze grievance data to identify trends, patterns, and areas for improvement.