Job Responsibilities:
- Ensure complaints are managed in line with Incident Management Policy and procedures
- End to end responsibility of complaint Management: To manage effectively from initial response, investigating, monitoring and finalizing the response.
- Monitor the status and progress of complaints throughout the resolution process.
- Ensure complaints are addressed in a timely manner and escalate unresolved issues to appropriate levels of management.
- Maintain data records and systems for accurate information and timely reporting.
- Undertake root cause analysis to identify any systemic areas for improvement

Functional Competencies
- Proven experience in handling of regulated complaints, as well as regulatory awareness and collections complaint management process experience is essential
- Ability to gather, analyse and document evidence to support a well-articulated case decision
- Commercial awareness and strong understanding of regulatory processes and decisioning tools
- Internal and external stakeholder management through complex processes and various engagement channels - including forums and written communications

Attributes we are looking for
- Must be MBA/Graduate and above and have at least 5 years; experience in Quality/ Collections grievance redressal.
- Experience in New age NBFCs or Banks is mandatory.
- Must have thorough understanding of collections methodology
- Willingness to open in dynamic environment.