Job Responsibilities: – Ensure complaints are managed in line with Incident Management Policy and procedures – End to end responsibility of complaint Management: To manage effectively from initial response, investigating, monitoring and finalizing the response. – Monitor the status and progress of complaints throughout the resolution process. – Ensure complaints are addressed in a timely manner and escalate unresolved issues to appropriate levels of management. – Maintain data records and systems for accurate information and timely reporting. – Undertake root cause analysis to identify any systemic areas for improvement Functional Competencies – Proven experience in handling of regulated complaints, as well as regulatory awareness and collections complaint management process experience is essential – Ability to gather, analyse and document evidence to support a well-articulated case decision – Commercial awareness and strong understanding of regulatory processes and decisioning tools – Internal and external stakeholder management through complex processes and various engagement channels – including forums and written communications Attributes we are looking for – Must be MBA/Graduate and above and have at least 5 years; experience in Quality/ Collections grievance redressal. – Experience in New age NBFCs or Banks is mandatory. – Must have thorough understanding of collections methodology – Willingness to open in a dynamic environment