Tata Capital is Hiring For Grievance Redressal / Complaint Manager

Education Qualification-

Relevant Experience-

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

Location : Thane, Pokhran Road

Regards,

Pushpa Koli

State HR Manager – Retail Finance, DSMG & Operations

Mob : 8657416676 / Email: pushpa.koli@tatacapital.com