Head – Complaints Management Role, RBL Bank,Grade-VP I, Location-Mumbai

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Company  :-  RBL Bank

Position  :- Head – Complaints Management

Grade- VP I

Location:-  Mumbai

Job Description

Description – External

Job Title	Head – Complaints Management
Department	Client Services
Grade	VP I
Location	CO
Eligible Grade	DVP / VPI
Reporting To	Head – Client Services

1. POSITION PURPOSE

Owner of the entire Complaint Management processes of the Bank. Responsible and ensures that all complaints are handled within stated TATs and to the satisfaction of customers and the bank. Ensures that the TATs, the relevant BI around complaints and RCA processes are effective and efficient. Directly oversees Escalated complaints.   Primary Purposes: Owner of the entire Complaints Management processes of the Bank across businesses, channels and third partiesEnsures all Banks Complaints are handled efficiently, effectively and timely. Intervenes across channels to provide necessary guidance.Ensures that Escalated & Social Media complaints are handled on a priority basis and are closed within TATIdentifies trends and ensures that efficacious RCAs are conducted on Issues and Complaints which result in corrective & actionable recommendationsEnsures that the Complaint TATs are effective & efficient from both the Customer & Bank’s perspectiveEnsures that relevant Complaints related MI/BI is available when required

• KEY POSITION RESPONSIBILITIES

Sr.	Key Responsibilities
1	Own the complaint management processes of the Bank across channels and businesses, including joint processes with the bank’s third party partners
2	Regularly review (and redesign when deemed necessary) the Customer Complaint Management processes for all businesses across the Bank. Ensure all stakeholders are familiar with, understand & agree with the steps and their respective roles in the process
3	Ensure all the Bank’s Complaints are handled effectively, efficiently and timely. Intervene across the Banks functions to provide necessary guidance, if any
4	Manage all escalated complaints, personally handles the entire process and influence the relevant value chain to revert on a urgent basis
5	Ensure that all Social Media complaints are handled on a priority basis and are closed within TAT
6	Conduct RCAs of all complaints of the Bank, identify themes, recurring issues and underlying reasons to list corrective and actionable recommendations
7	Ensure creation of quality Service Incident Reports (SIR) with the help of regional services team and initiate the relevant actions emanating from the analysis. Maintain the database of SIRs
8	Identify the mass impact items and take immediate actions accordingly, to minimise the customer inconvenience including proactive communication with customers, if necessary
9	Ensure creation of quality Failure Incident Reports (FIR) with the help of regional services team and initiate the relevant actions emanating from the analysis. Maintain the database of FIRs
10	Organise and conduct regular meetings with the relevant stakeholders (within and outside of the Services unit) to discuss the complaint process performance, roadblocks & action plan for improvisation. Work jointly with them to minimise or eradicate the reasons for complaints
11	Ensure that there is a Complaint Resolution process to track  closure of complaints and ensure that the Complaint Resolution Index maintains a top box rating within prescribed benchmarks which lays focus on the improvement of problem resolution quality
12	Conduct a trend analysis of all complaints and build forecasting models to identify and fix issues for any emerging trends with the end target of managing down complaints
13	Ensure that the Complaint TATs are effective & efficient from both the Customer & Bank’s perspective. Conduct a trend analysis, analyse reasons for ageing of Complaints resolutions to streamline realistic TATs  and ensure conclusions are discussed and actioned
14	Periodically review existing compliance to/and reiterate/drive changes in the complaint management processes, if required
15	Review monthly MIS on issues & problems from Operations & IT to identify and initiate actionables for the ‘Xpect Team to implement
16	Represent the Client Services unit wherever required to ensure that the Bank’s process & products are designed with ‘customer centricity’ in mind & that we provide enough touch points for the customers to raise their grievances for quality & timely resolutions.
17	Ensure that relevant periodic reports with quality commentary on Complaints are available from the BI team for the various Stakeholders, viz. amongst others: Regional Services Team, Service Heads, Regulators, Service Quality Committee and the Board Client Services Committee
18	Ensure that Complaint Management Metric Targets are achieved on an on-going basis
19	Responsible for complaint related aspects of Service First (SF) tool & the tickets thereof.
20	Ensure the customer communication (across channels) with regards to complaints’ management is standardised. Provide the required guidance to various teams on customer communication.
21	Ensure that service detractors identified from the RCAs are recorded in the Banks relevant unit
22	Ensure the VoC is captured at regular intervals on various aspects of complaint management and that the feedbacks are utilised for continuous improvement for an enhanced customer experience. Continuously identify various opportunities to capture the VOC.
23	Identify and flag training needs emanating from RCAs to Services Management team. Work jointly to ensure the complaint management process is followed by all.
24	Liaise with ‘Xpect Team to ensure that all recommendations and actionables are successfully implemented, taking ownership of the end results envisaged
25	Connect with various Service organisations outside the Bank to understand their success stories with a view to translate such learning into practical adaption and fostering our Bank’s grievance redressal mechanism

• QUALIFICATIONS AND EXPERIENCE REQUIREMENT

Qualifications
Essential	Post Graduate
Preferred	MBA
Experience
Essential	Minimum 10 years of experience in Banking, including good customer service experience.
Preferred	Experience in Complaint Management, incisive Root Cause Analysis and project managing to derive end results as envisaged.

• COMPETENCY REQUIREMENTSCOMPLAINT

1. Technical Skills

Skill	Attribute
Complaints Handling	Aptitude to sense client impacting issues and propose measures to mitigateAbility to cut through the organisation and seek appropriate informationKnowledge of all Banks processes, products & servicesAbility to seek solutions to Client Issues & Complaints and handle them holistically
Service Excellence	Treating Customer RightTaking end-to-end Ownership of Customer IssuesCutting across the Bank to obtain results for Customer ServicingAlways handling Customers with a positive attitudeValuing the value chain within the organisationStaying ahead of Customer Needs/Queries
Project Management	Overall Project Management & Execution, includingInitiating & PlanningDelivering resultsMonitoring & ControllingProject RisksStakeholder ManagementProject Closure
EUC Skills	Using MS Excel, Word & PowerPointWell versed with Social Media, Online Banking and Mobile Banking Applications
Communication Skills	Excellent communication skills, both oral & writtenBusiness writing skills

• Behavioural Skills

Competencies	Attribute
Professionalism	To conduct your duties with good judgment and in good faith
Respect	To be sensitive and responsible for what we say and do
Excellence	To act in a manner that earns the trust and admiration of others
Entrepreneurial	To be enterprising and take ownership of our actions
Teamwork	Working collaboratively to achieve the common goals and be successful together
Client Oriented/Engaging	Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary
Result Oriented	Unwavering focus on achieving results
Influence	Ability to influence stakeholders  in a smooth, non-abrasive manner
Orientation to Excellence	Strives for Excellence in whatever they do
Attention to Detail	Being meticulous and checking the nitty gritty
Communications	The ability to convey information to others effectively and efficiently
Perseverance	persistence in doing something despite difficulty or delay in achieving success
Time Management	Managing time effectively – allocating the right time to the right activity
Process Orientation	The ability to ensure complete adherence to processes and question processes, where deemed necessary
Passion for Service	Is passionate about delivering service excellence
Networking	Easily interacts with colleagues and builds relationships and rapport
Leadership	Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals
Motivating Others	Achieves results through effective use of people; inspires others to achieve goals by keeping them interested and satisfied while working on established targets. Maintains a productive and gratifying climate and by showing commitment and enthusiasm, obtains dedication from the team.
Decisiveness	Shows a readiness to make decisions, render judgements, commit oneself to definite opinions, taking actions and responsibility for such decisions
Presentation	Effective presentation skills
Negotiation	Negotiation skills resulting in creation of win-win situations
Strategic Thinking	Ability to create alternative strategies when implementing solutions for regulations
Stakeholder Management	Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required
Project Management	Application of processes, methods, knowledge, skills and experience to achieve the project objectives
Relationship Management	Understands that relationship management is a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organization

• FUNCTIONAL INTER-LINKAGES

Internal & External

All departments of the Bank, particularly Management CommitteeServices DepartmentsBusiness UnitsBranch Network & Other ChannelsOperationsITLegalCompliance

Qualifications – External

Qualifications
Essential	Post Graduate
Preferred	MBA
Experience
Essential	Minimum 10 years of experience in Banking, including good customer service experience.
Preferred	Experience in Complaint Management, incisive Root Cause Analysis and project managing to derive end results as envisaged.

For Management 2000 Placements & Recruitments Pvt., Ltd.,

Seema Kakra

Business Consulting Partner

Contact:+91 7878551502

Seema.k@careerzodiac.com

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