FatakPay Digital - Head - Grievance & Redressal (3-8 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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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:

- Organisation's ESOPs.

- 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.