Job description

1Job Title

Assistant Manager

Customer Care Unit, RBG

Service Manager

J +

To lead and manage a high-performing complaints team by driving end-to-end customer outcomes, CSAT improvement, quality, productivity, and capability building, while ensuring compliance with regulatory and service standards.

Direct Reports

Coverage

Performance & Productivity Ownership

• Own team and individual productivity, capacity utilization, and complaint backlog control.
• Proactively manage queues, aging, and work allocation to meet TAT and service targets.
• Drive performance recovery actions where KPIs fall below target.
• Own end-to-end customer outcomes, not just case closure.
• Drive Complaint CSAT improvement by:
  • Analysing survey results, detractor themes, and response trends
  • Identifying service gaps and recovery opportunities
  • Implementing targeted actions to improve CSAT score and survey response rate

End-to-End Complaint & CSAT Ownership

• Ensure customer communications are clear, empathetic, accurate, and professional.

Quality, Compliance & Risk-Control

• Ensure all complaints are handled in line with SOPs, Consumer Protection Regulations, and internal policies.
• Conduct structured quality reviews and coach agents to improve decision-making and communication.
• Identify and escalate regulatory, financial, and reputational risks early.
• Own mid-level and complex escalations, including Head Mailbox cases.
• Build strong working relationships with Business, Operations, IT, Fraud, and other units to drive faster and more effective resolutions.
• Act as a single point of accountability for the team’s escalated cases.
• Own the training and capability plan for the team.
• Identify skill gaps using quality scores, CSAT, and case errors.
• Run a structured coaching and upskilling program for:
  • New joiners
  • Low performers
  • High-potential team members

Escalation & Stakeholder Management

Training, Coaching & Capability Building

• Ensure the team is certified and compliant with required knowledge and skill standards.

Continuous Improvement & Root Cause

• Analyze complaint trends, repeat issues, and detractor feedback.
• Provide root-cause insights to management and business units.
• Actively participate in and lead process, system, and customer journey improvement initiatives.

• Operates within the Bank’s governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.

  
  

• Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.

  
  

• Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.

  
  

• Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.

  
  

• Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.

  
  

• Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.

  
  

• Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.

  
  

• Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.

  
  

• Communicates persuasively and empathetically, fostering trust while safeguarding the bank’s reputation

  
  

• Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints

  
  

• Hiring of right resources, periodic capacity validation and assessment of training requirements

  
  

• Authority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactions