Customer Care Manager - Client Grievance

Role & responsibilities:

Customer Care Operations:

• Oversee and manage day-to-day customer care activities, ensuring timely resolution of client grievances.
• Draft, implement and optimize customer care policies, procedures and guidelines.
• Maintain accurate records of customer interactions and ensure adherence to privacy regulations (DPDP Act).

Regulatory Compliance and Reporting:

• Prepare and submit reports to regulatory bodies such as RBI or SROs in compliance with legal requirements.
• Conduct audits of customer care operations to ensure adherence to policies and regulations.
• Analyse customer care data to generate actionable insights and internal reports for senior management.
• Collaborate with auditors and regulatory bodies to maintain compliance standards.

Team Management:

• Lead, mentor, and manage the customer care team to achieve service excellence.
• Develop training materials and conduct sessions to ensure team awareness of updated policies, procedures, and regulations.

Risk Mitigation and Improvement:

• Identify and mitigate risks related to customer care practices and regulatory compliance.
• Design and optimise customer service workflows to improve efficiency while aligning with regulatory requirements.

Customer-Centric Focus:

• Ensure high standards of customer satisfaction and service quality.
• Act as the escalation point for complex customer grievances and resolve them effectively.

Preferred candidate profile:

• 57 years of experience in customer care or service management roles, with at least 2 years in a Team Leader or Managerial position.
• Experience in regulatory reporting, specifically with RBI/SROs, is preferred.

Language Proficiency:

• Proficiency in English, Hindi and Malayalam or Tamil is mandatory.