Assistant Manager Grievance Management

Snapmint; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Snapmint is seeking a motivated professional to manage grievance redressal activities within its NBFC operations in India. You will handle escalated customer complaints, coordinate with internal and external stakeholders, and drive regulatory compliance and process improvements.

Responsibilities include maintaining grievance MIS, dashboards, and ensuring timely resolutions within defined TATs, while leveraging analytical skills to identify trends and root causes.

Qualifications

• Bachelor's degree in Business Administration, Finance, Commerce, or related field.
• Experience in NBFC, FinTech, Banking, Consumer Lending, or E-commerce Financing.
• Exposure to RBI Ombudsman complaints, CMS complaints, regulatory escalations, and customer experience functions.
• Experience in dashboard creation, RCA preparation, and process improvement initiatives.

Responsibilities

• Manage and resolve escalated customer grievances received through various channels, including email, regulatory authorities, social media, and senior management escalations.
• Coordinate with cross-functional teams to ensure timely resolution and regulatory compliance.
• Prepare grievance MIS reports and develop dashboards to monitor volumes, TAT adherence, root causes, and regulatory metrics.
• Conduct root cause analysis of recurring complaints and track improvement initiatives.

Skills

Grievance handling

Conflict resolution

Communication skills

Stakeholder management

Data interpretation

MS Excel / reporting tools

Analytical mindset

Attention to detail

Education

Bachelor's Degree in Business Administration or Finance or related

Tools

MS Excel

Google Sheets

Job description

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle. India has over 300 million credit-eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team, alumni of IIT Bombay and ISB, brings deep experience from companies like Oyo, Ola, Maruti Suzuki, and has successfully built and exited ventures in ad-tech, patent analytics, and bank-tech.

We are building the future of responsible consumer finance, simple, transparent, and customer first.

Role Summary

We are seeking a highly motivated and customer-focused professional to manage grievance redressal activities within our NBFC operations. The incumbent will be responsible for handling escalated customer complaints, coordinating with internal and external stakeholders for timely resolution, ensuring adherence to regulatory requirements, driving process improvements, and maintaining grievance-related MIS and dashboards.

Key Responsibilities

Grievance Resolution & Customer Management

• Manage and resolve escalated customer grievances received through various channels including email, regulatory authorities, social media, and senior management escalations.
• Conduct customer interactions through calls and emails to understand concerns, gather relevant information, and provide satisfactory resolutions.
• Ensure complaints are addressed within defined Turnaround Time (TAT) and in compliance with regulatory guidelines.
• Draft professional responses for escalated complaints and regulatory submissions.

Stakeholder Coordination

• Liaise with cross-functional teams including Operations, Collections, Risk, Technology, Business, Legal, Compliance, and Merchant Partners for effective complaint resolution.
• Drive accountability among stakeholders to ensure timely closure of grievances.
• Escalate critical issues appropriately and provide regular updates to management.

Reporting & Analytics

• Prepare daily, weekly, and monthly grievance MIS reports.
• Develop and maintain dashboards to monitor complaint volumes, TAT adherence, root causes, customer satisfaction, and regulatory metrics.
• Analyze complaint trends and identify recurring issues impacting customer experience.

Process Improvement & Governance

• Conduct root cause analysis (RCA) of recurring complaints and recommend corrective and preventive actions.
• Identify opportunities for process enhancement, automation, and customer experience improvement.
• Track implementation of improvement initiatives and measure outcomes.
• Support audits, compliance reviews, and regulatory inspections related to grievance management.

Operational Excellence

• Ensure daily grievance queues, escalations, and assigned tasks are completed within agreed timelines.
• Monitor team productivity and service levels where applicable.
• Maintain accurate records and documentation of complaint handling activities.
• Strong customer grievance handling and conflict resolution skills.
• Excellent verbal and written communication.
• Ability to manage difficult customer conversations with empathy and professionalism.
• Strong stakeholder management and coordination skills.
• Analytical mindset with proficiency in data interpretation and reporting.
• Advanced knowledge of MS Excel, Word, Google Sheets, or similar reporting tools.
• Understanding of RBI guidelines, Integrated Ombudsman Scheme, and NBFC regulatory framework.
• Strong attention to detail and problem-solving ability.

Qualifications and Preferred Experience

• Bachelor's Degree in Business Administration, Finance, Commerce, or related field.
• Experience in NBFC, FinTech, Banking, Consumer Lending, or E-commerce Financing.
• Exposure to RBI Ombudsman complaints, CMS complaints, regulatory escalations, and customer experience functions.
• Experience in dashboard creation, RCA preparation, and process improvement initiatives.