Manager/ Sr. Manager – Grievance Redressal Unit

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Company  :-  RBL Bank

Position  :- Manager/ Sr. Manager – Grievance Redressal Unit

Location:-   Mumbai

Grade:- S/SM 

Job Description

Job Title	Manager/ Sr. Manager – Grievance Redressal Unit
Department	Client Services
Grade	Manager /Sr. Manager
Location	Mumbai
Reporting to	VP  – Grievance Redressal Unit

1. Position Purpose

Primary Purpose: Ensuring publishing of regular dashboard to relevant stakeholders. Monitoring of the Grievance Redressal processes and strategy of manage grievances. Ensure accurate and timely servicing of all the channels of grievance redressal with nil error rate. Ensure adherence to regulatory guidelines. Execute tasks (end-to-end) covering similar areas, which may be delegated from time to time. Ensuring “Fair Treatment” meted out to all customer grievances. Will be required to engage actively with various units of the Bank to achieve desired quality results.

• KEY Position Responsibilities

Sr.	Key Responsibilities
1	Ensuring information updates to the management on Grievance Redressal received through various channels within defined TAT with speed, quality and accuracy.
2	Ability to identify research based opportunities to replicate best practices followed in the industry by Fin-techs / Non- Banking entities.
3	Must be able to derive interpretations & conclusions through data available in order to be effective in the vertical.
4	Must have the capability of creating presentation & graphical interpretations from the data.
5	Should have the ability to articulate & communicate what is required from an input standpoint from various channels, Further should be able to bring up the concerns proactively.
6	Timely business reporting & update to the function.
7	Meet quality assurance requirements and other key performance metrics.
8	Continuous coordination with all relevant stakeholders.
9	Ensure adherence to regulatory guidelines.
10	Meet and exceed performance targets set by management.
11	Equip self with knowledge of new products / procedures and updated policies.
12	Use of appropriate escalation methods.

• Qualifications and Experience Requirement

Essential	Graduate
Preferred	MBA
Experience
Essential	Minimum 4-5  years of Customer Service Experience in Credit Cards or Banking / BFSI
Preferred	Knowledge of handling regulatory complaints would be an added advantage, worked in GR process

• Competency Requirements
• Technical Skills

Skill	Attribute
Service Excellence	Proactive need identification and using logicAbility to understand and recognize urgency and sensitivityAbility to create urgency in the systemTaking end-to-end Ownership of Customer IssuesCutting across the Bank to obtain results for Customer ServicingPositive attitude is a mustAbility to connect dotsAbility to work with minimum information Independent and ability to take decisions by using common sense
EUC Skills	Proficiency in MS Excel, Word & PowerPoint Excellent command of English Language – Written & SpokenGood Communication SkillsKnowledge of regulatory guidelines

• Behavioral Skills

Competencies	Attribute
Professionalism	To conduct assigned duties with professional judgement and in good faith.
Respect	To be sensitive and responsible for action.
Excellence	To act in a manner that earns the trust and admiration of others.
Entrepreneurial	To be enterprising and take ownership of our actions.
Teamwork	Working collaboratively and consistently to achieve the common goals.
Client Oriented/Engaging	Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary solutions.
Result Oriented	Unwavering focus on achieving results, maintain performance.
Attention to Detail	Being meticulous and paying attention to details. Analytical Skills
Communications	Listening and communicating correct information to customers effectively and efficiently.
Perseverance	Persistence in doing something despite difficulty or delay in achieving success.
Time Management	Managing time effectively and should be a fast learner
Leadership	Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals
Motivating Others	Achieves results through effective use of people; mentors others to achieve goals by keeping them interested and satisfied while working on established targets.
Decisiveness	Shows a readiness to make decisions, render judgements & commit oneself to definite opinions, taking actions and responsibility for such decisions.

• Functional Inter-linkages

Internal & External

Internal  :Marketing,Social Media Response Unit, Client Services, Cards – Business, Product, Ops, Risk, Service, Retail Assets and Liabilities, all other verticals PAN bank including HR, Info Sec, Customer Resolution Unit, Operations, Products, Business & any other unit   External : Outsourced Partners

For Management 2000 Placements & Recruitments Pvt., Ltd.,
 
Kalpana Jha
Branch Business Consulting Partner 
 
kalpana@careerzodiac.com

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