Customer Service Head

Airtel Payments Bank; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Airtel Payments Bank is seeking a senior professional to manage RBI escalations, represent the bank at RBI meetings, and lead a team responsible for swift resolution and compliance. The role emphasizes data-driven decision-making and cross-functional coordination.

The candidate should have 8+ years in team leadership, strong communication, and a solid grasp of data analysis to drive results in a dynamic banking environment.

Qualifications

• Call Centre Operations and Escalation Management experience.
• Excellent communication and presentation skills.
• 8+ years of experience managing teams.
• Advanced data analysis and interpretation skills.

Responsibilities

• Close RBI escalations and attend RBI meetings.
• Share RCA with central team for escalations.
• Coordinate with internal stakeholders to fix escalation issues.
• Track all escalations and CGO-wise SRs.
• Ensure timely submission of team PJP plan and audit readiness.
• Monitor data security arrangements and compliance updates.

Skills

Call Centre Operations

Escalation Management

Communication & Presentation

Team Leadership

Data Analysis

Job description

Role & responsibilities

KEY ACTIVITIES

Manage escalation received from RBI & attending monthly/quarterly RBI meetings

1. Responsible to close escalation received from RBI
2. Sharing RCA with central team for escalations
3. Follow-up with internal stake holder to fix the issue identified in escalation (If any)
4. Keeping track of all escalations
5. Responsible for attending RBI meeting & representing bank

Team Management & Complaint resolution

1. Managing CGOs
2. Responsible for closing cases with-in TAT raised by CGOs
3. Keeping track of CGO wise SRs raised
4. Responsible for timely submission of team PJP plan
5. Keeping track of all critical activities like freeze removal for audit purpose

Compliance & Data Security

1. Ensure compliance with underwriting guidelines
2. Follow and cascade regular updates from Legal, Compliance, Risk and Infosec
3. Must monitor data security arrangements

KNOWLEDGE/SKILLS

1. Call Centre Operations
2. Escalation Management
3. Excellent communication & presentation skills
4. >8 Years of Experience, in managing team members
5. Understanding of Data, should be at advanced level in data analysis

ABILITIES/ATTRIBUTES

1. Passionate about digital & high on energy.
2. High on compliance & integrity
3. Ability to work in a dynamic environment
4. Analysis and reporting.