About the role
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A "Centralised Complaint Redressal Cell" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers.
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It typically involves receiving, investigating, and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution.
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Head-Centralised Grievance Redressal Cell is responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints.
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Head-Centralised Grievance Redressal Cell is also act as the single contact point to the Senior Management Team to provide regular update on customer complaints.
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The Head of Grievance Redressal is crucial in protecting the bank’s reputation, enhancing customer trust, and ensuring regulatory compliance.
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Oversee the functioning of the grievance redressal mechanism across all branches and departments.
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Act as the Central Nodal Officer for Greivance Redressal for the Bank. Coordinates with various BO offices, DFS and other regulatory bodies to ensure resolution of complaints.
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Ensuring the smooth and productive functioning of Greivance Redressal Cell of the Bank. Maintain comprehensive records of all complaints and their respective resolutions.
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Identify systemic issues and recommend corrective actions.
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Conduct daily, weekly, and monthly analyses of customer complaints through the team; Generate and publish relevant MIS, Reports and dashboards to Senior Management.
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Handle escalated complaints from branches or customer service teams, acting as the final escalation point before referral to the Internal Ombudsman or RBI.
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Review all complaints for completeness and coordinate with the Internal Ombudsman for impartial evaluation of unresolved or complex cases.
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Identify trends and systemic issues through complaint analysis; recommend timely corrective and preventive actions to relevant departments.
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Submit periodic reports to senior leadership and regulatory authorities as required.
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Develop and implement the Grievance Redressal Policy in line with regulatory guidelines .
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Ensure customers are informed about their rights and the avenues available for grievance redressal.
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Ensure full compliance with the RBI’s Integrated Ombudsman Scheme and other applicable regulatory frameworks.
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Conduct training sessions for branch and customer service personnel on effective complaint handling practices.
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Promote awareness through branch displays, websites, and customer interactions.
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Use grievance data to identify service gaps and improve products, services, and processes.
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Ensure timely conduct of Quarterly Standing Committee Meetings on a monthly basis
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Preparation and submission of Board Notes on a regular basis to CSC of Board and Board
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Use grievance data to identify service gaps and improve products, services, and processes.
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Liasoning with Complaince, FRM, DCPC, Vigilance, Internal Audit Departments for smooth conduct of regulatory items and compliance.
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Single contact point for coordination of departmental activities for Regulatory audit and its compliance.
Graduate / MBA from reputed Institute
Professional Qualifications
- A minimum of 12 - 14 Years of relevant banking experience
- Proven experience in branch operations.
- Expertise in governance frameworks, process mapping, and root cause analysis.
- Ability to drive cross-functional collaboration and lead change initiatives
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