Lead - Centralised Grievance Redressal Unit| Thane

CSB Bank; Thane; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

CSB Bank is seeking a senior professional to oversee the Centralised Complaint Redressal Unit, ensuring timely resolution of customer grievances, regulatory compliance, and continuous enhancement of customer experience.

The role requires 8–10 years of experience and a Graduate/MBA qualification, with responsibilities spanning RCA, MIS, cross-functional coordination, and VoC-driven journey optimization.

Qualifications

• Requires 8–10 years of experience in customer grievance management or related field.
• Graduate or MBA required with strong understanding of complaint resolution processes.
• Experience in centralised complaint handling, RCA, MIS reporting and coordination with business units.

Responsibilities

• Oversee grievance management processes and ensure timely resolution of customer complaints.
• Ensure regulatory compliance and service quality in complaint handling.
• Lead RCA, MIS preparation, and coordination with branches and internal ombudman for closure of complaints.
• Drive VOC initiatives, customer journey improvements and NPS/CSAT programs.
• Provide targeted培训 and process clarity to branches; act as SME for grievance resolution.

Skills

Grievance management

Regulatory compliance

Root cause analysis

Stakeholder coordination

Customer experience optimization

VoC programs

Training

Process improvement

Education

Graduate/MBA

Tools

MIS reporting

CRM systems

MS Excel

Job description

To oversee grievance management processes, ensuring timely resolution of customer complaints, regulatory compliance, service quality and continuous enhancement of customer experience.

Experience Range: 8 to 10 years

Qualifications:

Graduate/ MBA

A "Centralised Complaint Redressal Unit" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers. It typically involves:

• Receiving, investigating and addressing grievances raised through various channels, with focus on providing prompt and effective resolution.
• Responsible for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints.
• Facilitate easy access to grievance redressal channels for all customers.
• Conduct surprise branch audits as per plan, analyze trends/root causes and drive timely corrective actions.
• Ensure unbiased reporting, track issue closures and recommend disciplinary actions for policy/process deviations.
• Act as SME, support branches with process clarity and deliver targeted training.
• Lead VoC initiatives, streamline customer journeys and manage NPS/CSAT programs.
• Analyze feedback and complaints, identify root causes, implement CAPA and ensure closure.
• Liaise with teams, evaluate tech solutions and deliver insights to enhance customer experience.
• Continuously improve processes by leveraging industry trends and best practices.