Nodal Complaints Officer

Aditya Birla Insulators; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Aditya Birla Capital in Mumbai seeks a Nodal Complaints Officer to manage customer grievances with integrity and precise reporting. You will respond to complaints, ensure end-to-end closure, and maintain CRM documentation while coordinating with regulators and senior management.

The role requires a Bachelor's or Master's degree and strong communication, stakeholder management, and analytic skills to monitor complaint trends and drive process improvements.

Qualifications

• Bachelor's or master's degree required.
• Experience in customer grievance handling preferred.
• Strong ethics and integrity essential.
• Excellent communication and reporting skills.
• Ability to manage stakeholders and escalations.

Responsibilities

• Respond to customer complaints
• Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
• Documentation of Customer Complaint which is fairly and efficiently executed in CRM
• Ensure end to end closure of complaint and zero recurrence.
• Respond to complaints received on the regulators portal and ensure redressal within timelines.
• Monitor the types of complaints received and analyze reasons, trends and share observations.
• Identify gaps basis nature of complaints received, suggest improvement measures to the SH Grievance Redressal and Service Head and liaise with stake holders for process enhancement.
• Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
• Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.
• Maintain a detailed MIS on complaints and escalations
• Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.
• Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.
• Responsible for maintaining required data/MIS/evidences which may be required during audits.
• Participate in statutory, internal and external audits when required.

Skills

Customer Service

Relationship Mgmt

Communication

Interpersonal Skills

Integrity

Reporting

Process Orientation

Stakeholder Mgmt

Problem Solving

Escalation Mgmt

Education

Bachelor's degree

Master's degree

Tools

CRM Software

Job description

Role Details:

Business

Aditya Birla Capital

Location

Mumbai

Role

Nodal Complaints Officer

Department

Operations & Customer Service

Eligibility Criteria

Bachelor or master s degree

Required Skills & Competencies

• Customer Service & Relationship Management
• Communication & Interpersonal Skills
• Integrity and strong ethical standards.
• Effective communication and reporting.
• Process orientation and innovative mindset.
• Networking and stakeholder management.
• ProblemSolving & Resolution Management.
• Escalation & Complaint Management

Key Responsibilities:

Respond to customer complaints

• Strictly adhere to the Grievance Framework designed for the team.
• Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
• Documentation of Customer Complaint which is fairly and efficiently executed in CRM
• Ensure end to end closure of complaint and zero recurrence.
• Respond to complaints received on the regulators portal and ensure redressal within timelines.

Monitor & Analyze complaint types

• Monitor the types of complaints received and analyze reasons, trends and share observations.
• Identify gaps basis nature of complaints received, suggest improvement measures to the SH Grievance Redressal and Service Head and liaise with stake holders for process enhancement.

Stakeholder Management

• Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
• Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.

MIS and Dashboard for Senior Management

• Maintain a detailed MIS on complaints and escalations
• Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.

Root Cause analysis of complaints received

• Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.

Audits

• Responsible for maintaining required data/MIS/evidences which may be required during audits.
• Participate in statutory, internal and external audits when required.