Team Manager-Grievance Redressal
IDFC FIRST Bank
Date: 3 weeks ago
City: Navi Mumbai, Maharashtra
Contract type: Full time
Job Requirements
Job Title: Team Manager - Grievance Redressal
Function/ Department: Customer Service
Job Purpose
The role of the Team Manager – Grievance Redressal is to lead and manage a high-performing customer service team responsible for resolving customer grievances efficiently and effectively. The purpose of this role is to ensure prompt redressal of escalated issues while maintaining service quality, enhancing customer satisfaction, and meeting business objectives. The position requires strong people management, stakeholder collaboration, analytical capabilities, and a deep understanding of banking products to drive operational excellence and optimize team productivity.
Roles & Responsibilities
Post-graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 10 to 18 of relevant years of experience.
Job Title: Team Manager - Grievance Redressal
Function/ Department: Customer Service
Job Purpose
The role of the Team Manager – Grievance Redressal is to lead and manage a high-performing customer service team responsible for resolving customer grievances efficiently and effectively. The purpose of this role is to ensure prompt redressal of escalated issues while maintaining service quality, enhancing customer satisfaction, and meeting business objectives. The position requires strong people management, stakeholder collaboration, analytical capabilities, and a deep understanding of banking products to drive operational excellence and optimize team productivity.
Roles & Responsibilities
- Drive Business goals as per Business requirements.
- Strong business and stakeholder managing capability. Ability to effectively collaborate with field teams, internal and external.
- Proven record of high performance in teams managed or other projects/Role managed.
- Very effective Team handling, interpersonal and collaborative skills.
- Good MIS and analytics skills.
- Work to optimize productivity and efficiency for the entire team.
- Ability to handle escalations and diffuse crisis situations. Strong business understanding of Asset, Personal and Business Banking products.
- Strong focus on Quality, Revenue, Efficiency and cost management.
- Go getter attitude, self-driven and able to work with minimal supervision and deliver expected business outcomes/Service Delivery Standards.
- Secondary Responsibilities
- Excellent MIS and analytical skills, Ability to effectively collaborate with internal and external teams/stake holders.
- Ability to manage challenging situations and go the extra mile. Think out of the box for improving customer experience
- Strong Verbal and written communication skills
- Managerial & Leadership Responsibilities:
- Work to optimize productivity and efficiency of the team. Excellent people management and team building skills
- Solutions oriented approach to challenges
- Excellent written and spoken communication. MIS and analytical skills, optimize productivity and efficiency of the team
- Good understanding of Liabilities/Assets/ credit cards products and processes,
- Excellent convincing skills.
Post-graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 10 to 18 of relevant years of experience.
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