FatakPay Digital - Grievance & Redressal Head (5-8 yrs)

Job Title: Grievance & Redressal Head - Fintech Industry Department: Grievance & Redressal Location: Andheri East Reports to: CEO Job Type: Full-Time

Job Overview:

- The Grievance & Redressal Head in the Fintech industry will be responsible for overseeing the company's customer grievance handling and redressal process.

- This role involves managing customer complaints and concerns related to fintech products and services, ensuring timely and fair resolution while maintaining high standards of customer satisfaction.

- The individual will play a key role in identifying areas of improvement within the customer experience and work closely with other departments to improve operational processes.

- This role is vital to maintaining the company's reputation and trust with customers, while ensuring compliance with regulatory standards.

Key Responsibilities:

Grievance Management and Redressal:

- Lead and manage the company's grievance and complaint resolution process, ensuring that customer concerns are addressed in a fair, timely, and effective manner.

- Oversee the intake, investigation, and resolution of customer complaints related to fintech services, including loans, payments, credit cards, and digital banking.

- Ensure the proper categorization, tracking, and documentation of all grievances in the company's CRM or ticketing system.

- Work to resolve complaints escalated by the customer service team, prioritizing high-impact issues and complex cases that require in-depth investigation.

Policy and Process Development:

- Develop and implement a comprehensive grievance redressal policy that aligns with industry regulations, consumer protection laws, and company values.

- Continuously review and improve grievance handling processes to ensure they are efficient, customer-centric, and aligned with evolving customer needs and regulatory requirements.

- Work closely with legal and compliance teams to ensure that all grievance resolution activities comply with fintech regulations and industry best practices.

Customer Advocacy and Satisfaction:

- Advocate for customers within the organization, ensuring that their concerns are addressed promptly and that appropriate steps are taken to prevent future issues.

- Use customer feedback from grievance cases to identify systemic issues, recommend process improvements, and implement changes to prevent recurrence of similar complaints.

- Maintain a customer-first mindset and work to preserve customer trust and satisfaction throughout the complaint handling process.

Root Cause Analysis and Reporting:

- Analyze recurring complaints and root causes to identify areas for improvement in product, service, and operational processes.

- Generate detailed reports and dashboards on grievance trends, common issues, resolution timelines, and overall customer satisfaction.

- Present findings and insights from grievance data to senior management, offering actionable recommendations for enhancing the customer experience.

Team Leadership and Training:

- Lead, mentor, and manage a team of grievance handling professionals, ensuring that they are equipped with the skills and resources to resolve customer complaints efficiently.

- Develop and conduct training sessions for customer service and support teams to ensure they follow best practices in grievance management and are well-versed in escalation procedures.

- Foster a culture of accountability, empathy, and customer-centricity within the grievance redressal team.

Regulatory and Legal Compliance:

- Ensure that all grievance redressal practices comply with applicable financial regulations and consumer protection laws, including those specific to fintech, digital lending, and payments.

- Work closely with the legal and compliance teams to ensure timely responses to any regulatory inquiries or audits related to customer complaints.

- Ensure that grievance handling processes align with industry standards and frameworks such as RBI's Ombudsman Scheme, data protection laws, and consumer rights.

Cross-Functional Collaboration:

- Collaborate with cross-functional teams, including product, operations, compliance, and marketing, to resolve grievances and ensure seamless communication across departments.

- Provide feedback to product and operations teams regarding customer pain points or issues identified through grievances, influencing product improvements and process changes.

- Coordinate with the customer success team to ensure that customer expectations are met and that complaints are prevented through proactive engagement.

Qualifications and Skills:

Education:

- Bachelor's degree in Business, Communications, Finance, or a related field (Master's degree or certifications in customer service, conflict resolution, or compliance is a plus).

Experience:

- 5-8 years of experience in customer service, complaints management, or grievance redressal roles, with at least 3 years in a leadership position.

- Experience working in the fintech or financial services sector is strongly preferred, with familiarity in managing complaints related to digital payments, lending, or financial products.

- Proven experience in handling complex customer complaints, resolving disputes, and driving customer satisfaction improvements.

- Knowledge of consumer protection laws, regulatory frameworks (e.g., RBI regulations, Data Privacy laws), and financial industry standards.

Skills:

- Excellent communication and interpersonal skills, with the ability to handle difficult conversations and negotiate win-win outcomes.

- Strong analytical skills with the ability to identify trends, analyze data, and use insights to drive operational improvements.

- Strong leadership abilities, with experience managing and motivating teams to achieve objectives.

- Proficient in customer relationship management (CRM) software, ticketing systems, and data reporting tools.

- A customer-centric approach, with empathy and problem-solving skills to address customer needs effectively.

Personal Attributes:

- Highly empathetic, with the ability to understand customer concerns and provide fair solutions.

- Strong decision-making skills and the ability to handle high-pressure situations with professionalism and composure.

- Excellent organizational skills with a keen eye for detail, ensuring all complaints are tracked and resolved in a timely manner.

- Proactive and solution-oriented, with a focus on continuous improvement and operational efficiency.

- High level of integrity, confidentiality, and commitment to upholding company values and customer trust.

Benefits:

- Health Insurance.

- Opportunities for professional development and growth.

- Flexible work arrangements (depending on company policy).

- A dynamic and supportive work environment focused on customer satisfaction and operational excellence