Nodal Officer - Gurgaon, Gurugram, Haryana, India - Airtel India

Airtel India

Verified Company

Gurgaon, Gurugram, Haryana, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Key Jobs to be done

Enforce the Board approved Grievance redressal policy in the Bank
Monitor the handling of RBI Complaints in Bank, both in quantitive and qualititve aspects
Update management on the progress of complaints (TAT, important notifications from RBI, Challenges in resolving complaints)
Review all level 2 and above complaints for adequacy before representation to Internal Ombudsman
Monitor implementation of advisories/ awards received under the Banking ombudsman scheme
Review customer service aspects in the Bank and initiate prompt corrective action wherever service quality /skill gaps have been noticed through process transformation on an ongoing basis
Ensure timely and effective compliance of RBI instructions on customer complaint handling in tune with the spirit and intent of such instructions
Attending all Nodal meetings as asked by RBI on timely basis
Work closely with RBI dealing officers for smooth handling of all complaints assigned by RBI
Ensure closure of RBI complaints, as per TAT defined under Banking Ombudsman scheme 2006

Deliverables

Compliance Adherence
TAT Adherence
Quality of resolution
SOP Adherence

Demonstrate

Problem solving approach
Strong Communication Skills
Strong Follow-Up with internal stakeholders
Knowledge of RBI Circulars

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do

'jobs never done before'