Nodal Complaints Officer
Aditya Birla Group — Mumbai, MUMBAI
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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.
- Problem-Solving & 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.
Frequently Asked Questions
What are the eligibility criteria for the Nodal Complaints Officer job at Aditya Birla Group?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5-10 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Nodal Complaints Officer at Aditya Birla Group?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Nodal Complaints Officer at Aditya Birla Group.
Is prior experience required for this position?
This role requires around 5-10 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Nodal Complaints Officer role at Aditya Birla Group?
You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.
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