Assistant Vice President - Customer Service - BFS (10-15 yrs)

Reporting Authority

- Head Digital Initiatives and communications

- 10+ years of experience in customer service, grievance redressal, or regulatory affairs within the financial services industry, preferably in asset reconstruction or banking.

AVP Customer Service will ensure that all queries are resolved end to end and with zero errors and escalations. He/She is also responsible for managing customer grievances in the defined timelines.

Grievance, Query, and Complaint Management:

- He will manage a team who is handling borrower grievances, queries, and complaints, ensuring prompt and effective resolution.

- Ensuring the entire lifecycle of grievances, queries, and complaints in accordance with RBI guidelines and company policies.

- Ensure all cases are logged, tracked, and resolved within stipulated timelines.

Request Handling:

- Oversee the management of borrower requests, ensuring they are processed efficiently and are First Time Right (FTR) which are in line with regulatory and company standards.

- Ensuring seamless coordination between his/her team and relevant internal teams to facilitate the fulfilment of borrower requests.

Customer Satisfaction:

- Ensure that all interactions with borrowers lead to high levels of customer satisfaction.

- Monitor feedback and implement necessary improvements to enhance the customer experience.

- Use customer satisfaction metrics as a key measure of success in resolving grievances, queries, requests, and complaints.

Communication Management:

- Ensuring correct internal communications related to grievances, queries, requests, and complaints are shared with external stakeholders, including the RBI.

- Prepare detailed reports and summaries for senior management on the status of grievances, queries, and complaints.

Team Leadership:

- Lead and manage a team of customer service executives, providing guidance, training, and support in handling grievances, queries, requests, and complaints.

- Ensure the team adheres to established processes and delivers high-quality service.

- Monitor team performance and implement improvement strategies as necessary.

Stakeholder Management:

- Work closely with internal senior stakeholders, including legal, compliance, and operations teams, to address critical grievances, queries, and complaints, ensuring alignment with company policies.

- Represent the company in discussions with external stakeholders regarding grievance-related matters.

Process Improvement:

- Identify opportunities for improving the management of grievances, queries, requests, and complaints, enhancing the overall customer service experience.

- Implement best practices and innovative solutions to improve the efficiency and effectiveness of the customer service function.

- Strong understanding of RBI guidelines related to grievance redressal.

- Excellent communication skills, both written and verbal.

- Ability to handle complex and sensitive situations with professionalism and tact.

- Strong organizational skills and attention to detail.

- Proficiency in using grievance management systems and the RBI portal.

- Leadership abilities with a focus on team development and performance management.

Key Competencies:

- Customer Focus: Demonstrates a strong commitment to addressing customer needs and enhancing their experience.

- Problem Solving: Ability to identify issues, analyze options, and implement solutions

- Regulatory Knowledge: Deep understanding of regulatory requirements and compliance standards.

- Stakeholder Management: Skilled in managing relationships with internal and external stakeholders, including senior management and regulators.