Grievance Manager

Role & responsibilities

The Grievance Manager is responsible for handling and resolving customer complaints and grievances in an effective and efficient manner. This role is crucial in maintaining customer satisfaction and trust in microfinance operations.

Key Responsibilities:

Grievance Handling and Resolution:

• Receive, record, and address customer grievances through various channels such as email and phone.
• Conduct thorough investigations of complaints, gather necessary information, and liaise with relevant departments to ensure timely resolution.
• Ensure all grievances are resolved within the stipulated turnaround time and in accordance with company policies and regulatory guidelines.

Customer Communication:

• Maintain clear and transparent communication with customers throughout the grievance resolution process.
• Provide regular updates to customers on the status of their complaints and the steps being taken to address them.
• Ensure all communications are documented accurately for future reference.

Compliance and Reporting:

• Ensure compliance with all regulatory requirements related to grievance handling in the NBFC Microfinance sector.
• Prepare and submit regular reports , PPTs, Analysis on grievance trends, resolutions, and any systemic issues identified.
• Develop and implement strategies to mitigate recurrent issues and improve overall customer satisfaction.

Process Improvement:

• Analyze grievance data to identify patterns and root causes of complaints.
• Recommend and implement process improvements to reduce the occurrence of grievances.
• Collaborate with other departments to streamline processes and enhance the customer experience.

Training and Development:

• Train and guide customer service representatives on effective grievance handling and resolution techniques.
• Keep the team updated on new policies, procedures, and regulatory changes related to customer grievances.

Stakeholder Management:

• Coordinate with internal and external stakeholders, including legal, compliance, and operational teams, to resolve complex grievances.
• Maintain relationships with key stakeholders to ensure a cooperative approach to grievance management.

Qualifications:

• Education: Bachelors degree in Business Administration, Finance, or a related field. A professional certification in microfinance or customer service is a plus.

• Experience: Minimum of 5 years of experience in a customer service or grievance handling role, preferably in the microfinance or financial services / telecom sector.

• Skills:
• Strong analytical and problem-solving skills.
• Excellent communication (Hindi, Tamil, English & Malayalam languages) and interpersonal skills.
• Ability to handle difficult situations with empathy and professionalism.
• Proficiency in using CRM software, Advanced MS Excel and other relevant tools.
• Knowledge of regulatory requirements related to microfinance and customer grievances.

Personal Attributes:

• High level of integrity and professionalism.
• Strong customer focus with a commitment to resolving issues effectively.
• Ability to work independently and as part of a team.
• Good organizational skills with the ability to manage multiple tasks simultaneously.

Perks and benefits: Up to 6 lakhs (INR) per annum