Nodal Complaints Officer

Birla Carbon; Mumbai; On-site; INR 400,000 - 660,000; Full time

Job summary

Aditya Birla Group seeks a Nodal Complaints Officer in Mumbai to manage customer grievances within the Operations & Customer Service team, ensuring timely resolution and clear documentation.

You will drive end-to-end complaint closure, coordinate with regulators and senior management, and support MIS reporting and root cause analysis to prevent recurrence.

Qualifications

• Experience in customer service and relationship management.
• Strong communication and interpersonal skills.
• Demonstrated integrity and ethical standards.
• Ability to document and report clearly, and think innovatively.
• Strong stakeholder management and problem-solving abilities.

Responsibilities

• Respond to customer complaints and ensure adherence to Grievance Framework.
• Monitor and analyze complaint types, identify trends, and share observations.
• Maintain effective relationships with internal stakeholders involved in resolutions.
• Develop and circulate MIS and dashboards for senior management on escalations.
• Conduct root cause analysis of complaints and publish observations for stakeholders.
• Participate in audits and ensure required data/evidence is maintained.

Skills

Customer Service & Relationship Mgmt

Communication & Interpersonal Skills

Integrity & Ethics

Effective Communication & Reporting

Process Orientation & Innovation

Networking & Stakeholder Mgmt

Problem-Solving & Resolution

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Nodal Complaints Officer

Designation :

Location : India Maharashtra R-Tech Park Goregaon

Job Description:

Business

Location

Role

Nodal Complaints Officer

Department

Operations & Customer Service

Eligibility Criteria

• 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.
• Problem-Solving & Resolution 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.
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