Job Description

Job Purpose

To lead and manage a high-performing complaints team by driving end-to-end customer outcomes, CSAT improvement, quality, productivity, and capability building, while ensuring compliance with regulatory and service standards.

Key Result Areas

Performance & Productivity Ownership

• Own team and individual productivity, capacity utilization, and complaint backlog control.
• Proactively manage queues, aging, and work allocation to meet TAT and service targets.
• Drive performance recovery actions where KPIs fall below target.
• Own end-to-end customer outcomes, not just case closure.
• Drive Complaint CSAT improvement by:
  • Analysing survey results, detractor themes, and response trends
  • Identifying service gaps and recovery opportunities
  • Implementing targeted actions to improve CSAT score and survey response rate

End-to-End Complaint & CSAT Ownership

• Ensure customer communications are clear, empathetic, accurate, and professional

Quality, Compliance & Risk-Control

• Ensure all complaints are handled in line with SOPs, Consumer Protection Regulations, and internal policies
• Conduct structured quality reviews and coach agents to improve decision-making and communication.
• Identify and escalate regulatory, financial, and reputational risks early.
• Own mid-level and complex escalations, including Head Mailbox cases.
• Build strong working relationships with Business, Operations, IT, Fraud, and other units to drive faster and more effective resolutions.
• Act as a single point of accountability for the team’s escalated cases.
• Own the training and capability plan for the team.
• Identify skill gaps using quality scores, CSAT, and case errors.
• Run a structured coaching and upskilling program for:
  • New joiners
  • Low performers
  • High-potential team members

Escalation & Stakeholder Management

Training, Coaching & Capability Building

• Ensure the team is certified and compliant with required knowledge and skill standards.

Continuous Improvement & Root Cause

• Analyze complaint trends, repeat issues, and detractor feedback.
• Provide root-cause insights to management and business units.
• Actively participate in and lead process, system, and customer journey improvement initiatives

Operating Environment, Framework and Boundaries, Working Relationships

Problem Solving

• Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.

• Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.

• Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.

• Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.

• Communicates persuasively and empathetically, fostering trust while safeguarding the bank’s reputation

Decision Making Authority & Responsibility

• Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints

• Hiring of right resources, periodic capacity validation and assessment of training requirements

• Authority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactions

Knowledge, Skills and Experience

Knowledge, Skills & Experience

• Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication

• Understanding complete Retail Banking, SME, Neo products, processes and systems

• Understanding of Regulatory / Central Bank regulations / standards

• Thorough knowledge of features and benefits of all products and services of the bank and a fast learner

• Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).

• Excellent interpersonal and communication skills (written and oral) with ability to perform as a Supervisor / Manager

• Excellent analytical skills to enable resolution of complex problems.

• Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution

• 3 – 5 years customer service experience in banking

• Graduate.

• Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.

• Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).