Kotak Mahindra Bank—Team Leader Grievenace Redressal-HO & SUPPORT-Grievance Redressal

Job description

Description: The Team Leader Grievance Escalations will lead a team of 7–8 officers responsible for resolving complex customer complaints that are escalated beyond Level 1. This role is pivotal in ensuring effective and timely resolution of grievances, improving overall customer experience, and enhancing trust in the bank’s service delivery. The role also focuses on driving Turnaround Time (TAT), resolution quality, Net Promoter Score (NPS), and continuous process improvement to reduce repeat complaints. Key Responsibilities: Complaint Resolution Oversight: · Ensure timely and complete resolution of all Level 2 complaints in line with internal policies, regulatory requirements (e.g., RBI guidelines), and service standards. · Review case details, perform root cause analysis, and validate proposed resolutions before closure. · Maintain high-quality communication with customers, ensuring clarity, empathy, and accountability. Team Leadership: · Lead, mentor, and manage a team of 7–8 grievance officers. · Allocate cases efficiently and monitor daily workload to ensure timely actions. · Conduct regular reviews, performance assessments, and on-the-job coaching. Customer Centricity & NPS Management: · Ensure that complaint resolutions are customer-friendly and contribute to improved Net Promoter Scores (NPS). · Analyze customer feedback post-closure and drive initiatives to enhance customer delight. · Foster a culture of empathy, ownership, and first-time-right resolution within the team. TAT & Quality Governance: · Drive strict adherence to Turnaround Time (TAT) SLAs while maintaining response quality. · Conduct regular audits on closed cases to ensure compliance and completeness. · Highlight any systemic gaps that hinder TAT or quality. Process Improvement: · Identify trends and recurring issues from escalated complaints and share insights with relevant business units. · Recommend and lead process improvement initiatives to reduce repeat grievances and enhance the end-to-end customer journey. · Support automation and digitization efforts in the grievance handling process. Stakeholder Management & Reporting: · Coordinate with internal departments (branches, operations, product, legal, etc.) to gather inputs and resolve complaints effectively. · Prepare and share regular MIS and dashboards on team performance, complaint trends, and root cause analytics. Key Skills & Competencies: · In-depth knowledge of banking operations, products, and customer service protocols. · Strong communication (written and verbal) and interpersonal skills. · Analytical mindset with ability to identify root causes and improvement opportunities. · Ability to manage high-pressure situations with maturity and sound judgment. · Experience in handling regulatory and high-priority escalations. · Proficiency in MS Office (Excel, PowerPoint), CRM systems, and complaint tracking tools. Qualifications & Experience: · Graduate/Postgraduate in any discipline. Specialization in banking or customer experience is an advantage. · 5–8 years of experience in banking, with at least 2 years in grievance handling or escalation management or servicing (preferred). · Prior team management experience is preferred.