36 Grievance Redressal Jobs

Job Description- Education Qualification- Any Bachelors Degree Relevant Experience- 35 years of experience in customer service or complaints management It will be Permanent on role job of TATA Capital Job Summary: The Grievance Redressal Manager is responsible for overseeing the complaint handling process to ensure that customer issues are resolved effectively, fairly, and in a timely manner. This role also involves analyzing complaint trends, ensuring regulatory compliance, developing response strategies. Skill Set Required- Knowledge of customer service standards, complaint management tools, and CRM systems Excellent communication and interpersonal skills. Ability to handle sensitive and escalated issues with professionalism and empathy. Familiarity with regulatory requirements in the relevant industry Key Responsibilities: Receive, acknowledge, investigate, and resolve customer complaints across multiple channels (email, phone, social media, etc.). Lead and mentor a team of complaint resolution executives and provide training, coaching, and performance reviews. Ensure complaints are managed in line with internal policies, and service level agreements (SLAs) ensuring to comply with legal and regulatory standards. Track and analyze complaint data to identify trends, recurring issues, and opportunities for improvement. Prepare regular reports for senior management, highlighting performance metrics and areas for concern. Conduct in-depth investigations to identify the root cause of complaints Draft clear, empathetic, and professional responses to customers. Ensure consistent communication with complainants throughout the resolution process. Recommend and implement process improvements to enhance the customer experience and reduce complaints. Monitor effectiveness of changes and adjust as necessary. Preferred Experience - Previous experience in Operations in NBFC/Bank Location : Thane, Pokhran Road Regards, Pushpa Koli State HR Manager – Retail Finance, DSMG & Operations Mob : 8657416676 / Email: pushpa.koli@tatacapital.com

As an HR Manager (Generalist) at India Infotech, you will play a crucial role in leading and managing core HR functions throughout the employee lifecycle. You will be responsible for developing and implementing HR strategies that are aligned with the company's business goals. Your role will involve end-to-end recruitment, onboarding, and induction of new employees, as well as managing employee engagement, retention, and satisfaction initiatives. In this strategic and hands-on position, you will work in a high-growth, performance-driven environment. Your passion for people and culture will be essential as you handle performance management, grievance redressal, conflict resolution, and disciplinary actions. You will also be involved in maintaining and improving HR policies, procedures, and compliance with labor laws. Furthermore, as an HR Manager at India Infotech, you will support training, learning, and leadership development programs. Your responsibilities will include HR analytics and reporting to senior management, acting as a culture champion to promote transparency and positive workplace vibes. To excel in this role, you should have proven experience of 2-5 years in an HR Generalist or HRBP role. Strong knowledge of Indian labor laws, HRMS systems, and HR operations is required. Excellent communication, interpersonal, and problem-solving skills are essential, along with the ability to multitask and lead initiatives independently. A Bachelor's or Master's degree in Human Resources or a related field is preferred. Working at India Infotech, you will enjoy a fast-paced and collaborative work culture with opportunities to grow within a scaling organization. Transparent leadership, a flat hierarchy, work-life balance, and flexible thinking are some of the aspects you will appreciate in this role. You will have the freedom to drive change and make a positive impact within the organization.,

a thoroughBasic Information Role Title: Escalation Manager Function/Sub-Function/Vertical: Escalation Desk-CS Work Location: TDL Work Experience: 5-7 years in escalation management Experience and Skillset: Primary Responsibilities: 1. Manage Customer Escalations: Act as the primary point of contact for handling customer escalations across multiple channels (email, phone, social media, etc.). Take ownership of high-impact and sensitive issues, ensuring timely resolution and customer satisfaction. 2. Root Cause Analysis (RCA): Conduct thorough investigation into escalated issues to determine the root cause. Collaborate with cross-functional teams (Product, Technical, Operations, etc.) to resolve issues and implement long-term fixes. 3. Timely Resolution & Communication: Ensure escalations are acknowledged, tracked, and resolved within defined SLAs. Provide clear, consistent, and empathetic communication to internal stakeholders and customers throughout the resolution process. 4. Process Improvement & Prevention: Identify patterns and trends in escalations to proactively improve systems, processes, or training. Recommend and implement process changes to reduce repeat issues and prevent future escalations. 5. Stakeholder Management: Liaise with senior leadership, internal teams, and external partners to facilitate resolution of complex cases. Provide regular updates on escalation metrics, case statuses, and areas of concern. 6. Documentation & Reporting: Maintain detailed and accurate records of all escalations and actions taken. Prepare escalation reports and dashboards for leadership review. 7. Training & Knowledge Sharing: Mentor frontline support teams on effective escalation handling. Conduct periodic training sessions to ensure consistent escalation handling procedures. 8. Customer Advocacy: Champion the voice of the customer within the organization. Work to restore customer trust and strengthen long-term relationships. Preferred Qualifications: Proven experience in customer support, escalation handling, or service delivery roles. Strong communication, problem-solving, and interpersonal skills. Ability to manage multiple escalations simultaneously in a high-pressure environment. Knowledge of CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk). Familiarity with SLA metrics, customer satisfaction KPIs (CSAT/NPS/resolution within TAT), and escalation workflows. Education: Masters in Business Administration Experience: 5-7 years of work experience in Escalations management.

-Assist in the design, enhancement & management of NPS & APY product. -Work on new initiatives, process improvements & policy enhancements as per PFRDA guidelines. -Support the digital transformation of NPS & APY. -Support in developing SOPs.

Job Title : Escalations Manager Location : Hybrid Department : Customer Service Reports To : Director Job Summary: We are seeking a results-driven and dynamic Escalations Manager who can resolve customer complaints and escalations in the most effective manner. There is no team management responsibility in this role. This role demands expert problem-solving and strong communication. This is a Hybrid work model, and you must be able to commute to office when there is a requirement . Apart from handling escalations, you will also act in the capacity of a Relationship Manager and strive to generate business through referrals and Upselling. You should be flexible to work as a support staff member in other departments seeking assistance. Key responsibilities: Maintain good customer relations by building strong and transparent interpersonal connection with the customers, Receive, analyse, and prioritize escalated customer complaints or inquiries, Maintain clear, professional communication with customers throughout the escalation lifecycle, Document all escalations, actions taken, and outcomes in CRM, Analyse trends and root causes to proactively reduce escalation volume and improve processes, Negotiate resolutions and compensation within policy guidelines, ensuring customer satisfaction, Ensure seamless availability during business hours, Coordinate with designated senior officials and follow their instructions carefully and diligently, Solve problems and issues in the most creative and strategic ways, Maintain customer records accurately and UpToDate in the CRM and other places as instructed by the manager, Should be flexible enough to handle other works as assigned by the manager, Should be willing to work outside normal working hours of the company whenever required or instructed by manager. Desired Candidate Profile: Excellent and fast interpersonal relationship building ability Excellent relationship management skills Excellent escalations handling ability Good English communication (both verbal and written) Problem solving abilities Should be able to work under pressure Benefits: Competitive salary. Opportunities for career growth and development. Hybrid work option.

Job Summary: We are seeking a dedicated and experienced Customer Service Team Leader to oversee our Complaints Department. The ideal candidate will lead a team of complaint handlers, ensuring that customer complaints are resolved promptly, fairly, and in line with regulatory and internal standards. You will play a key role in improving customer satisfaction and driving service excellence through effective coaching, process improvement, and stakeholder engagement. Key Responsibilities: Lead, coach, and develop a team of complaint handlers to deliver high-quality service and resolution. Monitor and manage daily team performance against KPIs, SLAs, and compliance requirements. Ensure all complaints are handled with empathy, professionalism, and within regulatory guidelines (e.g., FCA, FOS if in financial services). Act as an escalation point for complex or high-risk complaints. Conduct regular quality audits, providing feedback and implementing corrective actions. Support recruitment, onboarding, and training of new team members. Analyze complaint trends and root causes; recommend and implement service and process improvements. Prepare and deliver regular reports to senior management on performance metrics, trends, and team progress. Collaborate with other departments (e.g., Legal, Compliance, Product, Operations) to drive resolution and improvement. Ensure full and accurate records of all complaints and communications are maintained. Qualifications & Experience: Proven experience in a customer service or complaints handling role (57 years). Minimum 23 years experience in a leadership or supervisory capacity. Strong understanding of complaint handling best practices and relevant regulations. Experience using CRM systems and reporting tools. Excellent written and verbal communication skills. Ability to manage high-pressure situations with empathy and professionalism. Strong analytical, coaching, and problem-solving skills. Preferred Qualifications: Experience within a regulated industry (e.g. medical, financial services, utilities, telecoms). Knowledge of [industry-specific regulatory bodies, e.g., FCA, FOS]. Formal training or certification in complaints handling or customer service (e.g., NVQ, ILM, CMI). Key Competencies: Leadership and team management Customer focus and empathy Conflict resolution Decision making and accountability Time management Attention to detail Coaching and development Interested candidates can share their resume on rajkumari@antaraseniorcare.com

Customer Support Social Media Escalation Process Job Location: Bangalore (Work from Office) Job Description: We are hiring Customer Support Executives for our Social Media Escalation Process . The ideal candidate should have prior experience in handling customer escalations via social platforms and must possess strong communication skills in English and Hindi . Key Responsibilities: Handle escalated customer queries/complaints received through social media channels Provide timely, empathetic, and effective resolutions Coordinate with internal teams for issue resolution Maintain records of all escalated interactions and follow-ups Required Experience: Minimum 6 months of experience in Customer Support with exposure to escalation handling Educational Qualification: Minimum 12th pass Language Requirements: Fluency in English and Hindi is mandatory Shift & Working Days: Day Shifts 6 Days Working , 1 day rotational off Salary: CTC: 35,000 per month Take Home: 30,000 per month Contact for Interview: Kamya 9084148502

Role & responsibilities Policy Development and Implementation : Develop, implement, and maintain employee relations policies, procedures, and programs that comply with Indian labor laws and regulations. Conflict Resolution : Investigate, resolve, and prevent employee disputes, grievances, and disciplinary matters. Employee Relations Support : Provide guidance and coaching to managers on handling employee relations matters, performance management, and disciplinary actions. Strategic Planning : Contribute to the development of HR strategies that support the organization's overall business objectives. Compliance : Ensure compliance with Indian labor laws, regulations, and company policies related to employee relations. Team Leadership : Manage and mentor a team of employee relations professionals, providing guidance, support, and development opportunities. Communication : Foster open and transparent communication between management and employees, ensuring that employee concerns are addressed promptly and effectively. Data Analysis : Utilize data and analytics to measure the effectiveness of employee relations programs and identify areas for improvement. Change Management : Support organizational changes by proactively identifying potential employee relations risks and developing plans to mitigate them. Preferred candidate profile Bachelor's degree in Human Resources, Business Administration, or a related field. A Master's degree in HR or an MBA is preferred. A minimum of 15 years of progressive HR experience, with at least 5 years in a leadership role. Strong Experience in Consequence Management, PIPs, CAPs, Disciplinary Actions, working on Tickets etc. Proven track record of successfully leading employee relations in a complex organizational setting. Strong leadership and people management skills, with the ability to build relationships and influence stakeholders at all levels. Excellent communication and interpersonal skills, with the ability to effectively interact with employees, managers, and external stakeholders. Experience in developing and implementing HR strategies and initiatives aligned with business objectives. Exceptional problem-solving and decision-making abilities, with a proactive and solution-oriented mindset. Proficient in HRIS systems [Workday preffered] and MS Office suite.

CEC Officer-Inbound-Digital Banking -Contact Centre Inbound Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

CEC - Correspondence - Grievance Redressal RL-Customer Experience Center-Customer Experience Center - Customer Service Job Role : Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities Adhere to agent-level Service Level Agreement (SLAs) specific by the process Ensure adherence to time schedules (Turn Around Time) Complete the logs specified by the process (End-of-day target) Adherence to Information Security norms & quality process norms. To be aware of and comply with any updates about the process Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance Provide inputs to improve work procedures that can enhance overall team performance Job Requirement : Graduate / Post Graduate Minimum 1 to 2 years of experience in customer service role on email support or calls. Should have experience in handling customer queries, request , complaints and ensuring customer satisfaction. Candidate should have an excellent verbal & written English communication. Ability to work efficiently in a dynamic environment, handling multiple customer queries / complaints simultaneously. Flexible to get scattered 8 Week Offs in a month with 9hours shift. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.

Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound Assisting in resolving customer queries. Contacting potential or existing customers to inform them about a product or service using scripts Answering questions about products or the company Asking questions to understand customer requirements and close sales Providing information to customers. Monitoring sales performance. Closing sales deals. Keeping a record of calls and relevant details. Go the extra mile to meet sales quota and facilitate future sales Keep records of calls and sales and note useful information Make sales or recommendations for products or services that may better suit customer needs Adhere to all company policies and procedures Graduate with decent English communication. Candidate should have a pleasing personality and should be presentable. Should be dedicated and display integrity. Willingness to learn with an attitude of continuous improvement. Willing to work in rotating shifts 811 Digital Outbound Officer EXPERIENCEKotak Mahindra Bank, Noida Sr. Manager-Talent AcquisitionNov 2022 - PRESENT Handling the hiring for pan India on contact center for Front level and mid-level. Spoc for multiple Business Vertical which includes Premium Process. Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre. Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards. Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence. Maintain MIS to analyze the quality of the hiring done in the zone. Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay. Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages. HDB financial Services, Noida Centre HRJan 2019 - Oct 2022 Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database. Identifying future staffing needs. Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals. Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix. Preliminary screening and conducting first stage interview. Pre & post offer documentation, Negotiating with candidates Formulating the salary structure of new hires. Preparing and issuing offer letters, appointment letters & confirmation letters. Background verification, Joining formalities, induction for all the new hires. Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective Building effective and trustworthy relationships with employees. Interacting and meeting employees to understand challenges and grievances to resolve the same. Currently acting as a first level of escalation for all employee-related queries. Maintaining healthy internal communications and ensuring proper channels for the escalations. Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc. Organized fun activities at the location level. Planning & execution of monthly engagement events. Taking new initiatives to boost employee morale and engagement level. Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process. Ensuring healthy separation and issuing relieving letters. Indiamart Intermesh Ltd., Noida Executive- Talent AcquisitionSept 2017 -Jan 2019 Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts. Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement. Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers. Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing. Pre & Post offer documentation, Issuing offer letter & appointment letter. KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent ManagementNov 2016- Sep 2017 Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal. Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa . Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower. Annual Manpower Planning budgeting and adherence to the same Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management. SKILLS HR Policy Execution Recruitment/Talent Acquisition Induction/orientation Training & Development Employee Relations / Welfare Employee Engagement Payroll Management Grievance Handling AWARDS Go-Getter Award at HDB Financial Services(2021) Employee of the Month at HDB Financial Services(2019) EDUCATION MSW(HR), Kurukshetra University(2014-2016) B.Com, Delhi University(2012-2014) 12th from CBSE Board(2012) 10th from CBSE Board(2010)

GradeM2/M3 RoleGrievance Redressal Officer Job Role Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations 6 – 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up Strong domain knowledge of Consumer Banking products, processes and technology Strong analytical skills to derive insights from data and create actionables thereof Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Greetings from IndusInd Bank! Hiring Alert!!! We invite experienced legal professionals to apply for the "Legal Executive-Complaints Management role" at the Incredible "IndusInd Bank" and start a new chapter in their career! Work Experience- Minimum 2 5 years of work experience with Banks / NBFC in Legal complaints management. JD- Responsible for handling the complaints lodged before the RBI/ Banking Ombudsman/CPGRAMS complaints. This includes, a) Analyse the complaint on merits; b) Coordinating with the various business verticals; c) Preparing the reply/defence statement on merits based on feed-back received from location; d) Replying to enquires through personal hearings / queries for reopen cases. e) Ensure compliance of the Advisory/Orders passed by the Authority; Mandatory Requirement- a) Excellent drafting and communication skills b) Language proficiency- English & Hindi must. Unlock your next career chapter! Email your resume to Subashree.marimuthu@indusind.com

At least 5yrs of exp out of which 4yrs should be in grievance handling. Job Responsibility- 1.Responsible for providing resolution for the grievance cases received online through portal 2.Provide resolution for cases received from Resident through mail/post/CRM 3. Work on set of complaints, segregating them based on risk level 4. Work closely with internal external teams. 5. Find out duplicate enrollments 6. Follow up with MSAP/MSIP for proper solution 7. Drafting reply to RTI query

Role : CM Helpline Expert Education - BE / BTech any specialization Experience : 5+ years of contact center experience 3+ years of experience in working with state/central government projects Experience of defining the standard operating procedure (SOP) for contact centers Experience of managing call center operations Preferred contact center certification

Role : CM Helpline Expert Education - BE / BTech any specialization Experience : 2. 5+ years of experience in the government and public sector domain Experience of working on at least 2 contact center projects/grievance redressal project Preferred Experience of working on at least 1 CM Helpline Project

Support Ombudsman in investigating complaints & concerns raised by individuals & stakeholders regarding services & operations of INSURANCE, ensuring timely resolution Assist in documenting findings, recommendations, actions taken to address issues Required Candidate profile Experience in Ombudsman roles, conflict resolution, or related fields Proven ability to handle sensitive & confidential information with discretion Exceptional analytical & problem-solving skills

Responsibilities Execute recruiting strategies to attract, evaluate and hire qualified candidates Proactively identify and address hiring needs Evaluate and refine sourcing and selection procedures Promote diversity in the workplace and ensure recruiting strategies attract diverse candidates Oversee and improve overall candidate experience Maintain talent pipelines with potential candidates and past applicants for future staffing needs Organize recruitment events to establish a strong employer brand Participate in our companys strategic planning regarding employee development and engagement Research and recommend new sourcing tools and recruiting software (e.g. ATS) Ensure proper onboarding and training for new hires Requirements Proven working experience as HR Recruiter People oriented and results driven Demonstrable experience with Human Resources metrics Ability to architect strategy along with leadership skills Excellent active listening, negotiation and presentation skill

Job Description - GBO Complaints Management Position Summary Job Title Manager Complaints Management (GBO) Reports To Principal Nodal Officer Function General Banking Operations Grade Chief Manager Location Opus Office, Andheri Mumbai Job Purpose To ensure timely closure of Banking Ombudsman complaints by liaising with branches and internal teams and as per the operational and regulatory guidelines and within the overall systems, policies & processes of the Bank. Responsibility Areas - Overall Job Description: Ensure prompt and satisfactory resolution to the customer complaints received from Banking Ombudsman Ensure complaints received at RBI CMS portal on Regional Nodal Officer and PNO ids are meticulously recorded in CRM software and followed for closure with branches and other departments Ensure complaints are resolved within the TAT specified Tracking of complaints through CRM / daily MIS with the concern units Referring the complaints to Internal Ombudsman wherever required. Ensure proper liaison with all BO offices. Preferred Skill Set Educational / Professional Qualification Graduation/MBA (Preferred) Technical Knowledge Thorough understanding of Banking Operations, Good working knowledge of Finacle, Excel and Complaint Management System. Work Experience (in yrs) Minimum of 3-5 years of experience in handling branch operations at authorizer/ Supervisor level or in complaints management. Interview Address IndusInd Bank Ltd, Solitaire Corporate Park, Guru Hargovindji Marg Building No. 8, 3rd floor, Andheri Kurla Road, Andheri (E), Mumbai - 400093 *Interviews to be conducted on Monday - Friday every week from 10am - 5pm.* Please send your CVs on the below mentioned mail id and attend the interview. [ Swain.Singh@indusind.com ]

Job Title: Regulatory Complaint Management -Manager Roles and Responsibilities: Grievance Redressal Management Complaint Handling: Team will be primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction. Timely Resolution: Ensuring that complaints are addressed and resolved within the timelines prescribed. Escalation Point: Acting as the final point of contact for complaints that cannot be resolved at lower levels. Compliance with RBI Regulations Adherence to RBI Guidelines: Ensuring that the organization complies with the RBI's guidelines. Monitoring Compliance: Regularly reviewing internal procedures to ensure that they are in line with the RBIs evolving rules and guidelines on complaint management. Documentation and Reporting Maintaining Records: Ensuring that all complaints, investigations, and resolutions are accurately documented and stored in line with legal and regulatory requirements. Reporting to RBI: Submitting reports on the status of complaint resolutions, including escalated cases, in compliance with RBIs reporting requirements. This includes monthly, quarterly, and annual reports as needed. Data Analysis: Compiling and analyzing data to identify trends, recurring issues, or areas for improvement in customer service and complaint management. Customer Communication Transparency in Communication: Keeping customers informed about the status of their complaints, providing regular updates, and ensuring clear communication regarding resolution steps. Empathetic Communication: Responding to customer complaints with empathy and understanding, particularly in cases of serious grievances or dissatisfaction. External Liaison: Acting as a liaison between the organization and regulatory bodies, including the RBI, ensuring all communication is professional, accurate, and complies with applicable standards. Root Cause Analysis Investigating Complaints: Conducting a thorough investigation into customer complaints to identify the root cause of issues, whether they are procedural, operational, or caused by human error. Problem Resolution: Identifying systemic issues that might be causing recurrent complaints and working with relevant teams to implement corrective measures to prevent future issues. Continuous Improvement: Proactively recommending changes to policies, procedures, or systems based on lessons learned from customer complaints. Training and Awareness Staff Training: Ensuring that all employees involved in complaint handling are properly trained and aware of the bank’s policies, the RBI's grievance redress mechanisms, and the importance of customer service. Raising Awareness: Promoting awareness of the bank’s Grievance Redressal mechanism to customers, ensuring they know how to file complaints and the process for resolution. Internal Awareness: Ensuring that all relevant departments understand the RBI’s customer protection norms and the importance of adhering to them. Skillset : Product Knowledge, Analytical, Communication, Presentation Qualification : 3+years of Work Experience, preferably from the BFSI sector. Good understanding of Loan products.

1 Year initial LPE Contract (Extendable) 5days Work from Office (Raipur, Chhattisgarh) Required: 1. Education - BE / BTech any specialization 2. 5+ years of experience in the government and public sector domain 3. Experience of working on at least 2 contact center projects/grievance redressal project 4. Preferred Experience of working on at least 1 CM Helpline Project CM Helpline Expert (Government & Public Sector) Key Skills: Technical Skills: Grievance Redressal : Expertise in grievance management and resolution in public service sectors. Contact Center Management : Hands-on experience in managing or working with contact center operations. CRM Software : Proficiency in customer relationship management tools used in helpline or grievance redressal systems. Call Center Technologies : Knowledge of systems and tools for monitoring, reporting, and analyzing contact center operations. Domain-Specific Skills: Government Sector Experience : In-depth understanding of the public sector and government-related processes. CM Helpline Project Management : Direct experience in CM Helpline projects, especially in terms of execution, monitoring, and process optimization. Policy Understanding : Knowledge of government policies related to grievance redressal and public welfare initiatives. Soft Skills: Problem-Solving & Critical Thinking : Ability to analyze and resolve complex grievances effectively. Communication Skills : Strong written and verbal communication skills, especially for interacting with stakeholders and resolving issues. Stakeholder Management : Experience working with both internal teams and external government bodies. Project Management Skills: Project Planning & Execution : Experience in managing or supporting the execution of public sector projects. Monitoring & Reporting : Knowledge of how to monitor the performance of helpline services, prepare reports, and assess outcomes. Experience: 5+ Years in Government/Public Sector : Hands-on experience in working on projects related to the public domain , preferably with exposure to grievance redressal or helplines. Experience in Contact Centers : Proven experience in managing or working with contact center operations for a minimum of 2 projects. Preferred Qualifications: BE/BTech in Any Specialization : Basic qualification in engineering or related fields to understand the technical aspects of the role. Certifications : Any certifications in customer service, grievance redressal, or public administration will be a plus.

Role Overview: We are seeking an experienced Data Protection and Privacy Manager, who will be responsible for overseeing the organization's data protection strategy and ensuring compliance with Indian laws such as the Information Technology Act, 2000, and the Personal Data Protection Bill.The DPPM and work closely with DPO and with regulatory authorities to ensure that sensitive data is processed securely and ethical. This role is crucial in safeguarding our digital assets and maintaining compliance with industry standards and law. Key Responsibilities: Legal Compliance: Ensure adherence to data protection laws, including local DPDPA, IT Act and international regulations like GDPR. Policy Development: Formulate and implement data protection policies and guidelines across the organization. Data Breach Management: Investigate and report data breaches to relevant authorities within the stipulated timeframe. Training & Awareness: Conduct training sessions for employees on data protection practices and raise awareness about privacy policies. Impact Assessments: Perform Data Protection Impact Assessments (DPIA) to identify risks and recommend mitigation strategies. Record Maintenance: Maintain detailed records of data processing activities to meet legal obligations. Grievance Redressal: Act as the point of contact for data principals (individuals) for grievances related to data handling or privacy violations. Recordkeeping: Maintain records of all data processing activities and policies for audit and regulatory purposes. Liaison: With regulatory agencies and stakeholders regarding data protection matters. Qualifications and Experience: Bachelor's degree in Information Security, Computer Science, and Law. Certification in Data Protection or Privacy Management is mandatory, like - CDPP, CDPO, CIPM, CDPSE and DCPP. 8-10 years of experience in security management. Strong understanding of IT infrastructure , data security best practices, and frameworks. Familiarity with regulatory requirements and compliance standards (e.g., RBI, SEBI). Excellent communication, interpersonal, analytical and leadership skills. Knowledge of emerging technologies, their impact on data protection and ability to handle sensitive information discreetly.

Role & responsibilities Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities Adhere to agent-level Service Level Agreement (SLAs) specific by the process Ensure adherence to time schedules (Turn Around Time) Complete the logs specified by the process (End-of-day target) Adherence to Information Security norms & quality process norms. To be aware of and comply with any updates about the process Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance Provide inputs to improve work procedures that can enhance overall team performance. Preferred candidate profile Graduate Atleast 1-3 years experience with 6 months which should to be in customer service role - Understanding of call center industry an advantage Excellent communication skills Verbal & Written Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays Flexible to get scattered 8 Week Offs in a month with 9hours shift Good listening skills and strong communication abilities. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

This opportunity is with Leading Finance Company in Chennai Location Roles & Responsibilities:- Grievance Redressal Management Complaint Handling: Team will be primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction. Timely Resolution: Ensuring that complaints are addressed and resolved within the timelines prescribed. Escalation Point: Acting as the final point of contact for complaints that cannot be resolved at lower levels. Customer Communication Transparency in Communication: Keeping customers informed about the status of their complaints, providing regular updates, and ensuring clear communication regarding resolution steps. Empathetic Communication: Responding to customer complaints with empathy and understanding, particularly in cases of serious grievances or dissatisfaction. External Liaison: Acting as a liaison between the organization and regulatory bodies, including the RBI, ensuring all communication is professional, accurate, and complies with applicable standards. Root Cause Analysis Investigating Complaints: Conducting a thorough investigation into customer complaints to identify the root cause of issues, whether they are procedural, operational, or caused by human error. Problem Resolution: Identifying systemic issues that might be causing recurrent complaints and working with relevant teams to implement corrective measures to prevent future issues. Continuous Improvement: Proactively recommending changes to policies, procedures, or systems based on lessons learned from customer complaints. Interested candidates can share their updated CV at yogita@topgearconsultants.com