Team Manager-Grievance Redressal

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.