Job description

• Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints (e.g., those involving legal, media, or regulatory escalation).
• Apply expert judgment and knowledge to resolve issues where policy or procedure may not be immediately clear, making impartial and evidence-based decisions.
• Act as a subject matter expert (SME) and first-point escalation for the Complaints Officers, providing guidance, coaching, and technical advice on complex cases.
• Support the Complaints Manager in the daily supervision and quality assurance of the team's output.
• Assist in training and onboarding new team members on complaints procedures, systems, and best practices.
• Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk.
• Develop and propose corrective and preventative action plans (CAPA) and policy/process improvements to senior management.
• Lead or participate in cross-functional projects aimed at enhancing service delivery and reducing complaint volumes.
• Ensure the complaints handling process remains compliant with evolving regulatory and legislative requirements.

• Investigate complaints thoroughly , gather relevant information and analyze 

  
  
• Provide timely and accurate responses to customer inquiries and complaints.
• Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers

• To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs

  
  
• To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers
• To maintain courteous, proactive and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints

• To visibly improve customer satisfaction scores and related survey results through complaint resolution

  
  

• Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies

  
  

• Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance,  Risk, Technology and legal teams, to investigate and resolve complaints effectively.

  
  

• Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.

  
  

• Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

  
  
• Contribute towards team building and create positive energy to boost team’s productivity.