Complaint Desk Manager – 811 Complaints Management

Job Role & Responsibilities:

Manage and resolve complaints related to 811 customers across Savings Accounts, Credit Cards, and Loans.
Handle escalated customer grievances addressed to Senior Management, Principal Nodal Officer, Bank Ombudsman, and Managing Director.
Act as the Single Point of Contact (SPOC) between internal bank teams and product teams to ensure swift and effective complaint resolution.
Drive end-to-end complaint closure through proactive follow-ups and coordination with relevant stakeholders.
Identify and analyze recurring complaint patterns, collaborate with process teams to investigate root causes, and recommend corrective actions.
Maintain and enhance complaint reporting frameworks, including trend analysis by category and volume.
Ensure seamless handling of complaints across all customer channels—email, phone, social media, branch, etc.

Candidate Requirements:

Strong written and verbal communication skills.
Good understanding of banking operations and processes.
Familiarity with credit products, personal banking queries, and regulatory guidelines.
Working knowledge of core banking systems such as Finacle, Dot Net, Vision+, etc.
Excellent logical reasoning, data analysis, and problem-solving abilities.
Proactive mindset with a focus on process improvement and business process re-engineering.
Assertive, self-driven, and detail-oriented.
Proficient in MS Excel and comfortable working with data.
Awareness of market trends and competitive practices.
Strong follow-up skills and ability to work independently under pressure.

Complaints Management - digital Banking Kotak 811 - regional Sales