Customer Service Head

Role & responsibilities

KEY ACTIVITIES

Manage escalation received from RBI & attending monthly/quarterly RBI meetings

1. Responsible to close escalation received from RBI
2. Sharing RCA with central team for escalations
3. Follow-up with internal stake holder to fix the issue identified in escalation (If any)
4. Keeping track of all escalations
5. Responsible for attending RBI meeting & representing bank

Team Management & Complaint resolution

1. Managing CGOs
2. Responsible for closing cases with-in TAT raised by CGOs
3. Keeping track of CGO wise SRs raised
4. Responsible for timely submission of team PJP plan
5. Keeping track of all critical activities like freeze removal for audit purpose

Compliance & Data Security

1. Ensure compliance with underwriting guidelines
2. Follow and cascade regular updates from Legal, Compliance, Risk and Infosec
3. Must monitor data security arrangements

KNOWLEDGE/SKILLS

1. Call Centre Operations
2. Escalation Management
3. Excellent communication & presentation skills
4. >8 Years of Experience, in managing team members
5. Understanding of Data, should be at advanced level in data analysis

ABILITIES/ATTRIBUTES

1. Passionate about digital & high on energy.
2. High on compliance & integrity
3. Ability to work in a dynamic environment
4. Analysis and reporting.