100% Compliance adherence.
Lead manage grievance team.
Ensuring all Regulatory complaints are managed within internal/regulatory SLAs.
Share RCA with other functional teams ensuring process improvements driving
quality.
Industry/Service benchmarking.
Driving NPS.
Priority handling of escalation basis the source of it has been reported from
Correct classification as complaints/service issues
Time bound update on the case details to management
Quality of responses-completeness and correctness
Resolution TAT is adhered without extension of timelines
No escalation for same concern
Complaint brief
Mail/Call handling management
Taking self-initiative for process improvements through coordination with different
function heads/SPOC
Supporting the team to meet deadlines/team performance and process compliance
Identifying trends for Process gaps and systematic failures
MIS
Timely submission of all regulatory reports.
Reduction in incidence rate for queries complaints
Improvement in customer satisfaction scores NPS
Key Requirements Education Certificates
Graduate in any Field
Key Requirements - Experience Skills
5 - 7 years of experience in back office operations in a service industry
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