Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
:
Complaint Desk Manager - 811 Complaints Management

• Experience Required: M2/M3
• Location: Mumbai

Job Role & Responsibilities:

• Manage and resolve complaints related to 811 customers across Savings Accounts, Credit Cards, and Loans.
• Handle escalated customer grievances addressed to Senior Management, Principal Nodal Officer, Bank Ombudsman, and Managing Director.
• Act as the Single Point of Contact (SPOC) between internal bank teams and product teams to ensure swift and effective complaint resolution.
• Drive end-to-end complaint closure through proactive follow-ups and coordination with relevant stakeholders.
• Identify and analyze recurring complaint patterns, collaborate with process teams to investigate root causes, and recommend corrective actions.
• Maintain and enhance complaint reporting frameworks, including trend analysis by category and volume.
• Ensure seamless handling of complaints across all customer channels-email, phone, social media, branch, etc.

Candidate Requirements:

• Strong written and verbal communication skills.
• Good understanding of banking operations and processes.
• Familiarity with credit products, personal banking queries, and regulatory guidelines.
• Working knowledge of core banking systems such as Finacle, Dot Net, Vision+, etc.
• Excellent logical reasoning, data analysis, and problem-solving abilities.
• Proactive mindset with a focus on process improvement and business process re-engineering.
• Assertive, self-driven, and detail-oriented.
• Proficient in MS Excel and comfortable working with data.
• Awareness of market trends and competitive practices.
• Strong follow-up skills and ability to work independently under pressure.

Skills Required