Program Manager

Responsibilities:

• Customer Engagement & Grievance Redressal: Handle service-related queries and complaints while also devising customer engagement initiatives for better retention and satisfaction.
• Stakeholder Collaboration: Work closely with branches, operations, credit, risk, and compliance teams to collate responses and ensure timely complaint resolution.
• Process & Service Enhancement: Identify service gaps, implement process changes, and improve resolution efficiency. Work on automation and digital initiatives to enhance customer service.
• Data & Insights-Driven Improvements: Conduct root cause analysis, monitor CEX metrics, and generate dashboards to drive service excellence.
• Regulatory Compliance: Ensure adherence to banking regulations and internal grievance redressal policies.
• Program Development: Create SOPs and structured frameworks for complaint

Key Requirements:

• 3+ years of experience in service, customer engagement, grievance handling, or CEX roles within banking, fintech, or financial services.
• Strong understanding of business banking products (current accounts, working capital loans, trade finance, etc.).
• Ability to manage multiple stakeholders and drive process efficiency.
• Data-driven approach with experience in dashboarding, RCA, and service analytics.
• Strong problem-solving, communication, and program management skills.
• Knowledge of regulatory guidelines (RBI, banking codes, grievance redressal policies, etc.).

Preferred Qualifications:

• Graduate/Postgraduate in Banking, Finance, or Business Administration.
• Experience in designing customer engagement initiatives.
• Proficiency in MS Excel, CRM tools, and service automation platforms.