RO:Service Recovery - Team Member

Job Description for Team member - Complaint Management and Stakeholder Relations

Grade- Manager

Report to: AVP

Job role:

Leads the complaints and stakeholder relations team, ensuring strategic alignment, and continuous improvement in service delivery and stakeholder engagement.

Key Responsibilities:

. Track customer complaints and repeats across all channels.

. Ensure compliance with regulatory and internal complaint handling guidelines.

. Liaise with internal teams to resolve complaints.

. Identify trends and root causes from complaints to inform process improvements.

. Support the development and delivery of complaint handling training across teams.

. Analyze complaint trends and generate insights for senior leadership.

. Coordinate meetings, feedback sessions, and communication with stakeholders.

. Support the preparation of reports and presentations for internal and external stakeholders.

. Support training and awareness initiatives to reduce complaint volumes.

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Skills & Competencies:

. Analytical thinking and problem-solving ability.

. Proficiency in MS Office and CRM systems.

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Required Skills & Qualifications:

. Graduate/Postgraduate in any discipline.

. 3-6 years of experience in complaint handling, customer service, or stakeholder management.

. Strong communication and interpersonal skills.

. Ability to manage conflict and negotiate resolutions.

. Analytical mindset with proficiency in complaint tracking tools and CRM systems.

. Knowledge of banking products and regulatory frameworks (preferred).