Bank Name : Yes Bank
Job Title : Team Leader – MD Complaints
Reference Code : 3984
Experience : 3 years
Manage the escalations / calls at the Grievance Redressal Cell level escalations
Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed.
Review the comments of auditors on implementation of Customer Service and grievance redressal policies and initiate corrective action wherever necessary.
To coordinate and understand the escalated complaints with respective stakeholders
Collect, analyse and present data to enable and assist leadership to understand the customer service issues/ service failures/potential complaint areas, that need to be addressed and also recommend actions to be initiated.
Follow up with concerned stakeholders to provide speedy resolution to the customer
Evaluate each and every escalated complaint with a view to identify the validity of the complaint
Conduct a root cause analysis of the escalated complaints and submit to the management for a review. With the help of data collected from feedback, complaints, customer service surveys and audits, do root cause analysis of most impactful and/or most recurring issues to identify the processes that need to be corrected to prevent recurrence.
Identify the improvement actions with respect to the RCA in order to reduce the events causing the customer grievance
Excellent analytical and communication skills
Excellent business writing skills
Ability to understand the process / process gaps : Process Management skills
Good MIS management / Excel skills
Ability to conduct data analysis
Ability to liase with regulators / customers / stakeholders
Good knowledge of the Retail Banking Processes
About Us :
YES BANK, India’s fifth largest private sector Bank with a pan India presence across all 29 states and 7 Union Territories of India, headquartered in the Lower Parel Innovation District (LPID) of Mumbai, is the outcome of the professional & entrepreneurial commitment of its Founder Rana Kapoor and its top management team, to establish a high quality, customer centric, service driven, private Indian Bank catering to the future businesses of India. YES BANK has adopted international best practices, the highest standards of service quality and operational excellence, and offers comprehensive banking and financial solutions to all its valued customers. Today, YES BANK has a widespread branch network of over 630 branches across 375 cities, with 1150+ ATMs across India.
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