Complaints Management Team Lead

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted: December 17, 2024

ABOUT THE ROLE

We are seeking a skilled and experienced Complaints Management Team Lead. The successful candidate will be responsible for ensuring that the Complaints Team resolve all complaints efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.

Some of the things you’ll be doing: 

• Guiding and developing a team of complaints associates; responsible for the overall performance management, coordination, and evaluation of the team.
• Making crucial decisions about complaints metrics and other mistakes done by the complaints analysts.
• Ensuring timely reporting of complaint metrics (daily, weekly, and monthly)
• Leading calibration sessions with internal stakeholders for implementation of gaps,if any.
• Identifying process improvements and learning gaps.
• Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements.
• Investigate and analyse complaints to identify the root cause of the issue.
• Ensure adherence to TAT and 100% responses to all complaints and queries.
• Manage escalated complaints and work with other departments to resolve complex issues.
• Collaborate with other departments, such as Member Support, Legal, Risk, and Compliance, to ensure consistency and alignment in the handling of complaints.
• Prepare reports and presentations for senior management and other stakeholders to communicate the status of complaint resolution activities and areas for improvement.
• Handle and front-end all dispute complaints and other government portals in an effective and efficient manner on a day-to-day basis.
• Maintain a repository of the filed police complaints.
• Prepare case summaries, etc.

WHAT WE ARE LOOKING FOR

• Excellent communication skills, both verbal and written
• Minimum of 6+ years of experience in complaints resolution.
• Proven track record of managing and leading a team
• Strong analytical skills and the ability to identify and solve problems efficiently
• Excellent organizational and time management skills
• Ability to handle and prioritize multiple tasks and demands
• Capable of working independently as well as in a team
• Experience in NBFC/Fintech preferred
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• You are willing to work closely with our second line of defense (Risk and Compliance) to ensure we meet policies and regulatory requirements

WHAT YOU'LL GET IN RETURN

• Competitive Salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget 
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities 
• Stock Options