Customer Complaints- Collections (Hyderabad)

Abacus Consultants; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Abacus Consultants is seeking a seasoned professional to lead the grievance management framework in the debt collections domain. The role involves designing a robust CMS, aligning practices with regulatory codes, and coordinating across field teams and the Customer Experience function to drive improvements.

You will own root-cause analyses, manage escalations to leadership or regulators, and ensure timely resolution and quality communications.

Qualifications

• MBA required or equivalent postgraduate degree.
• 8+ years in Banking/NBFC collections or grievance redressal.
• Experience in designing and implementing a Complaint Management System (CMS).
• Strong data analytics and ability to present insights to senior leadership.

Responsibilities

• Lead framework for identifying, tracking, and resolving grievances across collections product lines.
• Bridge field collection teams and the Customer Experience Team to drive process improvements.
• Ensure compliance with Fair Practices Code and data privacy regulations.

Skills

Grievance handling

Process optimization

Negotiation

De-escalation

Stakeholder management

Analytics

TAT management

Education

MBA (Finance/Marketing)

Tools

Salesforce

CRMnext

PowerBI

Tableau

Job description

Lead the framework for identifying, tracking, and resolving grievances arising from debt recovery activities across KSFs product lines. Will act as the bridge between the field collection teams (and third-party agencies) and the formal grievance redressal system (Customer Experience Team) ensuring every complaint is treated as a process-improvement opportunity.

Key Responsibilities

1. Grievance Strategy & Governance

   • Framework Design: Establish and maintain a robust Complaint Management System (CMS) specifically for the Collections vertical.
   • Policy Compliance: Ensure all collection practices align with the Fair Practices Code (FPC)/Code of Conduct (COC) & regulatory mandates regarding harassment, timing of calls, and data privacy.

2. Complaint Resolution & Escalations

   • Root Cause Analysis (RCA): Deep-dive into recurring complaints to identify systemic issues whether they stem from specific agencies, scripts, or product lines.
   • High-Value Escalations: Take direct accountability for Leadership or Regulatory complaints (e.g., from the CEO/CXO, Ombudsman or consumer courts).
   • TAT Management: Ensure all complaints are resolved within the stipulated Turnaround Time (TAT), maintaining high quality in written and verbal communication.

3. Agency & Vendor Oversight

   • Consequence Management: Implement a penalty or "blacklisting" framework for agencies that consistently generate valid complaints or violate the code of conduct.
   • Training: Collaborate with training teams to design "Soft Skills & Ethics" modules for field and tele-calling staff.

4. Analytics & Reporting

   • Dashboard Management: Present monthly grievance snapshots to senior leadership, highlighting agency level, product level, category level region level trends. Use the data to analyse specific "Risk Areas"

Experience in Asset Disposal & Pool Sale

Asset Disposal Immovable

• Clear understanding & handling of immovable assets, repossessed to disposed.
• Identification & Empanelment of Vendors for Disposal.
• Set up the process for Auction
• Automation of the required MISs
• Vendor Management from Valuation to Online Portals
• Drive numbers via disposal of assets

Pool Sale

• Interact with ARCs/NBFCs for the identified pool for sale
• Wing to wing closure on the post pool sale activities

Key Performance Indicators (KPIs)

Metric

Target / Objective

Complaint Volume - Reduction in month-on-month (MoM) complaints

First Time Resolution (FTR) - FTR - Percentage of complaints resolved in the first interaction.

Qualification & Experience

• Education: MBA (Finance/Marketing) or Postgraduate degree.
• Experience: 812 years in Banking/NBFC collections, with at least 8 years specifically in Collections or Grievance Redressal.
• Skills:
  • Productive in Process Set-ups, Transaction Monitoring/Call Quality, Process Re-engineering, People & Stakeholder Management
  • Excellent negotiation and "de-escalation" skills.
  • Proficiency in CRM tools (Salesforce, CRMnext) and data visualization (PowerBI/Tableau).