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

  • 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.

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

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.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

IT Business Consultant Supply Chain (SAP MM Consultant)

Clariant, Navi Mumbai, Maharashtra
1 day ago
Job ID: 40224 | Location: Airoli, Maharashtra, IndiaThe purpose of the job is to translate business requirements into detailed functional specifications for SAP MM and related Procurement tools, and to manage the delivery of global IT business application services for Procurement and Material Management. This includes ensuring service levels and KPIs are met, driving continuous improvements, and leveraging a deep...

Business Intelligence Engineer

A.P. Moller - Maersk, Navi Mumbai, Maharashtra
6 days ago
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our...

Datacenter Storage Engineer (Consultant/Lead)

Capgemini, Navi Mumbai, Maharashtra
1 week ago
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a...