Sr Manager - Complaints & Customer Recovery

Job Purpose

Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns. Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

Position Title

Senior Manager

Qualifications & Experience

• B.E. /B. TECH (MBA (Preferred))
• Experience: 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service.
• Experience in Complaint governance and Customer recovery.
• Experience in CRM/Complaint Management platforms.
• Manufacturing/B2B industry experience preferred

Key Responsibilities

• Complaint Process Excellence: Standardize and strengthen end-to-end Complaint Management process across businesses
• Define complaint lifecycle, TAT, escalation matrix and Governance process
• Define and establish Complaint Closure Quality Standards
• Complaint Management System Transformation: Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking , escalation and closure
• Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team
• Ensure effective adoption and utilization of the Complaint Management system across relevant functions
• Complaints Operations & Customer Recovery: Lead the end-to-end resolution of Sales Complaints by co ordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs.
• Own the end-to -end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure.
• Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders
• Ensure the adherence of resolution Quality standards
• Complaint Governance & Analytics: Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance
• Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools
• Analyse Complaints trends, repeat complaints, Systemic issues across businesses
• Conduct Governance reviews and recommend corrective actions
• Continuous Improvement: Drive RCA and CAPA implementation with respective business functions
• Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence
• Measure effectiveness of improvement initiatives and recommend further enhancements

Key Performance Indicators

• Sales Complaints Resolution within TAT
• Customer Dissatisfaction Alert Resolution within TAT
• Senior Management Complaints resolution within TAT
• Complaint Closure Quality & Customer Recovery Effectiveness
• Reduction in Complaint Rate (CPTO)
• Reduction in Repeat Complaints

Key Competencies

• Complaint Management & Customer Recovery
• CRM/Complaint Management Systems
• RCA & CAPA Methodologies
• Escalation Management
• Data Analytics and Reporting
• Process design and improvement

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