Kotak Mahindra Bank
Team Leader Grievenace Redressal_HO & SUPPORT_0224_1288_1067636
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Leads a five-person regulatory complaints team, ensuring grievances are resolved accurately and within seven-day regulatory timelines. Monitors case ageing, pendency, follow-ups, service quality, productivity, customer satisfaction, and compliance. Coordinates with stakeholders on clarifications, maintains documentation and process governance, escalates sensitive cases, and coaches officers to improve performance and resolution quality.
Job Description: Team Leader – BO / Regulatory Complaints
Role Purpose:
To lead the BO/Regulatory Complaints team and ensure timely, accurate, customer-centric and compliant resolution of regulatory grievances, while driving strong individual and team performance.
Key Responsibilities
- Lead and supervise a team of 5 officers responsible for handling BO/Regulatory complaints.
- Ensure complete and satisfactory resolution of complaints within 7 calendar days, with adherence to prescribed regulatory and internal timelines.
- Monitor case ageing, pendency, write-backs and follow-ups on a daily basis to prevent delays and TAT breaches.
- Coordinate with RNO and relevant stakeholders to ensure all BO queries and clarifications are addressed accurately and within stipulated timelines.
- Ensure adherence to defined Service Quality (SQ) parameters, process standards and regulatory requirements.
- Drive positive TNPS and customer experience through timely, accurate and effective complaint resolution.
- Monitor achievement of individual officer KRAs, productivity, TAT, SQ and TNPS, and provide regular coaching and corrective guidance.
- Maintain robust process governance, documentation and compliance, with timely escalation of critical, high-ageing or sensitive cases to management.
Key Performance Indicators
7-Day TAT | SQ | TNPS | Individual KRA Achievement | Pendency & Ageing | Regulatory Compliance | Quality of Resolution
Role Competencies
People Leadership | Complaint Resolution | Regulatory Understanding | Stakeholder Management | Customer Centricity | Quality & Compliance Orientation | Analytical & Follow-up Skills
Kotak Mahindra Bank Mumbai, Maharashtra, IND Office
Mumbai, India
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