Complaints Team Lead

2 weeks ago

Delhi Division, India Tide Full time

Department : Member Operations (IN)

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What we’re looking for:

We are seeking a skilled and experienced Complaints Management Team Lead. The successful candidate will be responsible for ensuring that the Complaints Team resolve all complaints efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.

As a Complaints Management Team Lead you’ll be:

Guiding and developing a team of complaints associates; responsible for the overall performance management, coordination, and evaluation of the team.Making crucial decisions about complaints metrics and other mistakes done by the complaints analysts.Ensuring timely reporting of complaint metrics (daily, weekly, and monthly)Leading calibration sessions with internal stakeholders for implementation of gaps,if any.Identifying process improvements and learning gaps.Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements.Investigate and analyse complaints to identify the root cause of the issue.Ensure adherence to TAT and 100% responses to all complaints and queries;Manage escalated complaints and work with other departments to resolve complex issues.Collaborate with other departments, such as Member Support, Legal, Risk, and Compliance, to ensure consistency and alignment in the handling of complaints.Prepare reports and presentations for senior management and other stakeholders to communicate the status of complaint resolution activities and areas for improvement.Handle and front-end all dispute complaints from the BO office and other government portals in an effective and efficient manner on a day-to-day basis.Maintain a repository of the filed police complaintsPrepare case summaries, etc.Liasoning with external regulators, etc.

What makes you a great fit:

Excellent communication skills, both verbal and writtenYou have a minimum of 7 to 10 years of experience in complaints resolution/liasoning with regulators.Proven track record of managing and leading a teamStrong analytical skills and the ability to identify and solve problems efficientlyExcellent organizational and time management skillsAbility to handle and prioritize multiple tasks and demandsCapable of working independently as well as in a teamExperience in NBFC/Fintech preferredYou are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the teamYou are willing to work closely with our second line of defense (Risk and Compliance) to ensure we meet policies and regulatory requirements

What you’ll get in return:

Competitive salarySelf & Family Health InsuranceTerm & Life InsuranceOPD BenefitsMental wellbeing through PlummLearning & Development Budget15 days of Privilege leaves12 days of Casual leaves12 days of Sick leaves3 paid days off for volunteering or L&D activitiesStock Options

 Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

 #LI-AP1

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