Senior Manager - Customer Relationship Manager

SkillLabs; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

SkillLabs in India is seeking a CRM QRC Manager to lead email-based complaint resolution. You will ensure timely investigations, clear communications, and adherence to defined turnaround times.

You will partner with Branch Operations, Collections, Risk, IT, and Product teams to perform root cause analysis, implement corrective actions, and deliver MIS dashboards highlighting trends and resolutions.

Responsibilities

• Complaint Management: Oversee all customer complaints received through email and written communication channels.
• Regulatory & Compliance: Ensure adherence to RBI guidelines on complaint handling and accurate reporting.
• Root Cause Analysis (RCA): Identify systemic issues and recurring complaint themes; conduct RCA with internal stakeholders.
• Stakeholder Coordination: Collaborate with Branch Operations, Collections, Risk, IT, and Product teams to resolve complaints.
• Complaint Analytics & Reporting: Monitor complaint trends and prepare MIS reports and dashboards.

Job description

Key Objective Of The Job

The CRM QRC (Query Resolution & Complaints) Manager, (e-mail Complaints) is responsible for managing and resolving customer complaints received through email channels. The role focuses on ensuring timely resolution, regulatory compliance, root cause analysis and continuous process improvement to enhance customer satisfaction and reduce repeat complaints.

Key Responsibilities

• Complaint Management

  Oversee all customer complaints received through email and written communication channels.

  Ensure complaints are acknowledged, investigated, and resolved within defined turnaround time.

  Maintain high-quality response communication with customers.

• Regulatory & Compliance

  Ensure adherence to regulatory guidelines issued by Reserve Bank of India regarding complaint handling.

  Ensure accurate classification and reporting of complaints.

• Root Cause Analysis (RCA)

  Identify systemic issues and recurring complaint themes.

  Conduct RCA with internal stakeholders (Collections, Branch Operations, Bureau, Call Center, IT).

  Recommend corrective and preventive actions.

• Stakeholder Coordination

  Work closely with Branch Operations, Collections, Risk, IT, and Product teams to resolve complaints.

  Ensure timely response from internal departments.

• Complaint Analytics & Reporting

  Monitor complaint trends and prepare MIS reports and dashboards.

Track Key Metrics Such As

• Complaint volume
• First response time
• Resolution TAT
• Repeat complaints