Grievance Redressal - Team Leader(Customer Support)

Hiring – Team Leader | Customer Grievance & Customer Support

Industry

NBFC / Bank / FinTech / Digital Lending

Experience

4–7 Years

Team Handling

1–2+ Years preferred

Education

Graduate mandatory

Location

[Location]

Key Responsibilities

Handle customer grievances, escalations & complex complaints

Manage RBI CMS / Ombudsman / regulatory complaints

Review and draft regulator-ready complaint responses

Coordinate with Compliance, Legal, Operations, Collections, Credit & Tech teams

Ensure complaint resolution within TAT/SLA

Conduct RCA and recommend CAPA for recurring issues

Monitor team productivity, quality, ageing, backlog & SLA

Allocate cases and review/approve team responses

Conduct team coaching, huddles & performance reviews

Prepare MIS and track complaint trends/escalations

Required Skills

Customer Grievance / Complaint Management

RBI Complaints / RBI CMS / Ombudsman exposure

Nodal Desk / Regulatory Escalation experience

Strong RCA & investigation skills

Team handling experience

Good communication & stakeholder management

CRM / Ticketing systems & Excel/MIS

Preferred Background

Candidates from NBFC / Bank / FinTech / Digital Lending with experience in grievance, escalation, nodal desk, RBI complaint desk or customer support functions.

Added Advantage

Experience with loan/repayment disputes, collection complaints, CIBIL disputes, unauthorized loan/fraud complaints, foreclosure, settlement, refund, NOC/closure issues.

Interested candidates

If you are interested in the role and have relevant experience, please share your updated resume only on WhatsApp at 9911067525 for easy consideration.

Please also share

Total Experience

Relevant Grievance/RBI Experience

Current CTC

Expected CTC

Notice Period

Current Location

Pay

₹480,000.00 per year

Work Location

In person