Assistant Vice President, Grievance Redressal Lead, Consumer Banking Group
Core
Lead the end-to-end management of customer escalations and drive strategic improvements in the complaint handling framework for a leading Asian bank.
Role type
Senior Team Lead, Grievance Redressal
Builds
Customer complaint resolution processes and escalation management systems
Domain
Consumer Banking / Financial Services
Deliverable
client delivery
Required skills
Escalation management, Root cause analysis, Regulatory compliance, Team leadership, Performance metrics tracking, Stakeholder management
Preferred skills
Quality management certification, Customer experience management
Technologies
Excel, Power BI, Tableau
Responsibilities
Lead and mentor a team of grievance officers; Oversee resolution of high-stakes complaints including Banking Ombudsman cases; Act as final reviewer for complaint resolutions; Track performance metrics (TAT, FCR, CSAT); Conduct deep-dive analysis of complaint trends to identify systemic issues; Build relationships with internal stakeholders to drive process improvements.
