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Strong brand, metro location, and mid-level generalist role drive high applicant competition.
Requires BFSI grievance redressal experience, making skills less transferable across industries.
Mandatory MBA, 5–6 years BFSI grievance experience and domain-specific TAT expectations increase filter strictness.
Own end-to-end resolution of consumer escalations received via RBI, Management, Nodal Officer, Online Grievance Portal, ensuring adherence to timelines and quality standards.
Monitor and improve escalation processes continuously to enhance consumer satisfaction and operational efficiency through root cause analysis of repeat complaints.
Guide and coordinate with BPO and cross-functional teams to ensure minimum turnaround times and smooth functioning of grievance redressal operations, including documentation and record management.
Master’s degree in Business Administration, Operations, or related field required.
Minimum 5-6 years of experience in grievance redressal within the BFSI sector.
Highly proficient in written communication, complaint analysis, and handling complex and irate customer situations.
Hybrid work arrangement requiring in-person presence at office minimum two days per week.
Experienced professional with strong operational ownership in complaint management and continuous improvement in BFSI grievance redressal.
Capable of working under pressure in a fast-paced environment while managing multiple priorities and stakeholders.
Effective coordinator with proven ability to lead cross-functional collaboration and enforce compliance with escalation policies and procedures.