Assistant Vice President, Specialist, User Experience Journey, Corporate Banking

Overview

Ensure timely and quality management of complaints, correct regulatory reporting, and trend analysis to identify root causes and work with stakeholders to reduce complaints.

What you'll do

• Govern all complaints received from customers of Institutional Banking Group.
• Daily monitor and reduce complaints TAT.
• Ensure quality of response.
• Prepare RCA.
• Identify gaps by looking at complaints trends and play a key role in working closely with stakeholders towards process and product improvement.
• Review RBI reporting/audits.
• Review and submit Group reporting.
• Work closely with Internal Ombudsman.
• Present complaints details, analysis and initiatives taken to bring down complaints or address root cause to Board Members and Senior management quarterly.
• Maintain and publish complaints dashboard.
• Conduct trainings and share insights and learnings with frontline.
• Identify journey breaks/pain points and lead conversations with stakeholders to fix them.

What you'll need

• Mandatorily worked in banking complaints management in previous role.
• Understanding of RBI circulars related to customer service and complaints governance.
• Complaints management.
• Complaints data analysis to map and identify trends.

Nice to have

• Post Grad.

Details

• Location: Mumbai.
• Regular employee, full time.