01Overview
Lead the framework for identifying, tracking, and resolving grievances arising from debt recovery activities across KSFs product lines. Will act as the bridge between the field collection teams (and third-party agencies) and the formal grievance redressal system (Customer Experience Team) ensuring every complaint is treated as a process-improvement opportunity.
Key Responsibilities
1. Grievance Strategy & Governance
- Framework Design: Establish and maintain a robust Complaint Management System (CMS) specifically for the Collections vertical.
- Policy Compliance: Ensure all collection practices align with the Fair Practices Code (FPC)/Code of Conduct (COC) & regulatory mandates regarding harassment, timing of calls, and data privacy.
2. Complaint Resolution & Escalations
- Root Cause Analysis (RCA): Deep-dive into recurring complaints to identify systemic issueswhether they stem from specific agencies, scripts, or product lines.
- High-Value Escalations: Take direct accountability for Leadership or Regulatory complaints (e.g., from the CEO/CXO, Ombudsman or consumer courts).
- TAT Management: Ensure all complaints are resolved within the stipulated Turnaround Time (TAT), maintaining high quality in written and verbal communication.
3. Agency & Vendor Oversight
- Consequence Management: Implement a penalty or "blacklisting" framework for agencies that consistently generate valid complaints or violate the code of conduct.
- Training: Collaborate with training teams to design "Soft Skills & Ethics" modules for field and tele-calling staff.
4. Analytics & Reporting
- Dashboard Management: Present monthly grievance snapshots to senior leadership, highlighting agency level, product level, category level region level trends. Use the data to analyse specific "Risk Areas"
Experience in Asset Disposal & Pool Sale
Asset Disposal Immovable
- Clear understanding & handling of immovable assets, repossessed to disposed.
- Identification & Empanelment of Vendors for Disposal.
- Set up the process for Auction
- Automation of the required MISs
- Vendor Management from Valuation to Online Portals
- Drive numbers via disposal of assets
Pool Sale
- Interact with ARCs/NBFCs for the identified pool for sale
- Wing to wing closure on the post pool sale activities
Key Performance Indicators (KPIs)
Metric
Target / Objective
Complaint Volume
Reduction in month-on-month (MoM) complaints
First Time Resolution (FTR)
FTR - Percentage of complaints resolved in the first interaction.
Qualification & Experience
- Education: MBA (Finance/Marketing) or Postgraduate degree.
- Experience: 812 years in Banking/NBFC collections, with at least 8 years specifically in Collections or Grievance Redressal.
- Skills:
- Productive in Process Set-ups, Transaction Monitoring/Call Quality, Process Re-engineering, People & Stakeholder Management
- Excellent negotiation and "de-escalation" skills.
- Proficiency in CRM tools (Salesforce, CRMnext) and data visualization (PowerBI/Tableau). .
