Senior Manager - Customer Relationship Manager

Key Objective Of The Job

The CRM QRC (Query Resolution & Complaints) Manager, (e-mail Complaints) is responsible for managing and resolving customer complaints received through email channels. The role focuses on ensuring timely resolution, regulatory compliance, root cause analysis and continuous process improvement to enhance customer satisfaction and reduce repeat complaints.

Key Responsibilities

• 1. Complaint Management
  
  

Oversee all customer complaints received through email and written communication channels.

Ensure complaints are acknowledged, investigated, and resolved within defined turnaround time.

Maintain high-quality response communication with customers.

• 2. Regulatory & Compliance
  
  

Ensure adherence to regulatory guidelines issued by Reserve Bank of India regarding complaint handling.

Ensure accurate classification and reporting of complaints.

• 3. Root Cause Analysis (RCA)
  
  

Identify systemic issues and recurring complaint themes.

Conduct RCA with internal stakeholders (Collections, Branch Operations, Bureau, Call Center, IT).

Recommend corrective and preventive actions.

• 4. Stakeholder Coordination
  
  

Work closely with Branch Operations, Collections, Risk, IT, and Product teams to resolve complaints.

Ensure timely response from internal departments.

• 5. Complaint Analytics & Reporting
  
  

Monitor complaint trends and prepare MIS reports and dashboards.

Track Key Metrics Such As

• Complaint volume
• First response time
• Resolution TAT
• Repeat complaints