Customer service manager

JD : Key Responsibilities ( Assistant Manager / Deputy Manager )

Manage and resolve complaints received through RBI CMS, CPGRAMS, Senior Management, and customer grievance channels. Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission. Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs. Conduct detailed investigations, identify root causes, and prepare comprehensive Root Cause Analysis reports. Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints. Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions. Ensure compliance with RBI Master Directions, Fair Practices Code, and grievance redressal guidelines. Maintain proper documentation and records for audits, inspections, and regulatory reviews. Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.

Preferred Skills & Competencies

Strong knowledge of CMS, CPGRAMS, RBI Master Directions, Fair Practices Code, and grievance redressal frameworks. Excellent written and verbal communication skills with strong drafting capabilities. Proven experience in preparing regulatory responses, RCA reports, and management updates. Strong stakeholder management and cross-functional coordination skills. Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously. Sound analytical, problem-solving, and decision-making skills with keen attention to detail. Proficiency in MS Excel, Power Point, and MIS reporting.

Preferred Industry Experience

Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage.

Candidate Profile

Highly accountable, proactive, and responsive individual. Strong ownership mindset with the ability to work independently in a critical role. Looking for a candidate who is committed to building a long-term career and growing within the organization.