Job Requirements
About the Role
As a Team Manager – Grievance Redressal, based in Navi Mumbai, you will lead a team within the PNO-GRD function to manage customer complaints and escalations effectively. Your role involves driving business goals, optimizing team performance, and ensuring high-quality resolution of grievances. You will collaborate with internal and external stakeholders to enhance customer experience and ensure compliance with service delivery standards.
Key Responsibilities
Primary Responsibilities
- Drive business goals in alignment with organizational requirements.
- Lead and manage a high-performing team, ensuring productivity and efficiency.
- Handle escalations and resolve crisis situations with a solution-oriented approach.
- Collaborate with field teams and internal departments to ensure smooth grievance resolution.
- Maintain strong understanding of Asset, Personal, and Business Banking products.
- Focus on quality, revenue generation, cost control, and operational efficiency.
- Utilize MIS and analytics to monitor performance and identify improvement areas.
Secondary Responsibilities
- Collaborate effectively with internal and external stakeholders.
- Manage challenging situations and go the extra mile to ensure customer satisfaction.
- Think creatively to improve customer experience and grievance handling processes.
- Provide insights and recommendations for process improvements.
What We Are Looking For
Education
- Graduate in any discipline.
Experience
- Proven experience in grievance redressal, customer service, or team management, preferably in banking or financial services.
Skills and Attributes
- Excellent written and spoken communication skills.
- Strong MIS and analytical capabilities.
- Effective leadership, team management, and interpersonal skills.
- Deep understanding of liabilities, assets, and credit card products and processes.
- Strong problem-solving and convincing skills.
- Self-driven with a proactive approach to achieving business outcomes.
