Grievance Redressal Officer-HO & SUPPORT-Grievance Redressal
On-site · Mumbai, Maharashtra, India
Job Summary
Grievance Redressal Officer responsible for reinstating the faith of consumers in the brand through effective and efficient resolution of escalations at the Senior Management Desk. Drive NPS through best-in-class service recovery and establish a culture across customer channels (Branch Banking, Customer Experience Centre and Digital DIY) to reduce service escalations. Engage with Senior Stakeholders and Regulators, propose improvement projects for Consumer Experience, Operational Efficiency, and Digitization of Customer Journeys. Requires 6–8 years of experience in customer-first roles within Retail banking operations, strong domain knowledge of banking products, data-driven analytics, and excellent communication and presentation skills.
Required Qualifications
- Bachelor's Degree
- 6-8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up
- Strong domain knowledge of Consumer Banking products, processes and technology
- Strong analytical skills to derive insights from data and create actionables thereof
- Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams
- Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment
- Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)
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