Chief Manager - Service Recovery

The Chief Manager will manage frontend Sales Channels for Complaint updates, escalation management and quality insights and drive collaboration with Sales Channels to strengthen complaint prevention, quality scores and customer experience.

Roles and Responsibilities :

• Reviewing and analyzing complaints data, identifying process gaps, and driving corrective actions with internal processing teams and channel stakeholders.
• Interpret complaint and escalation data to generate insights that drive business decisions.
• Prepare and publish management dashboards, trend analyses, and regulatory reports within defined timelines.
• Lead a team to deliver as per TATs and Sops, maintaining highquality customer and leadership communication, and enabling business continuity through a robust service improvement framework.

Job Requirements :

• 11-22 years of experience in banking industry with expertise in complaint management, escalation management, grievance redressal, and stakeholder management.
• Strong understanding of data analysis techniques using tools like MIS reporting software.