Grievance Manager - Customer Service - Securities/Broking House (2-8 yrs)
Stock Broking / Securities/BFSI Experience mandatory
- Ensure achievement on all core business objectives & defined KPI / KRA parameters
- Resolve customer complaints that are received directly from Customers or via the Write-back channel with Quality of resolution being of paramount importance
- Understand each query type, liaise with internal stakeholders to get the concerns resolved and leverage team to revert back to customers with defined TAT
- Speak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints
- Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time
- Ensure desired output in terms of Productivity, Quality, CSAT and NIL escalation to Regulators for cases handled
- Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
