• Maintain required details for compliance/RBI submissions.• Review IO feedback on improvements, share with relevant units, and track progress in cadence meetings.• Maintain and publish IO referral dashboards, and monitor pendency, and TAT.• Track BO overruling IO decisions for Compliance and Regulatory submission.• Manage dashboards on customer liability cases, and payout totals based on IO decisions.• Oversee onboarding and daily IT/HR support for IOs, addressing queries and scheduling meetings.• Analyze weekly/fortnightly/monthly IO rejection data, publishing reports if cases weren't referred to IO.• Track pending cases due to non-acceptance/implementation of IO decisions.• Ensure payouts, SR closures, and customer responses on IO overruling bank decisions.

1. To resolve customer grievance, dissonances, inform the organization regarding areas of service improvement and support quality assurance sustenance, cross functional liaison- especially legal & compliance, touch points, Process Improvement by the way of Projects and Training of the team.2. Adherence to Turn Around Time and Quality for all Service Recovery cases for self and the team.3. Meeting Productivity & Quality Targets for Self and Team4. Accountable for completion of the allotted assignment / KRAs for self and team5. Taking Interviews of the candidates looking for the role of Associate Managers, Laisoning with human resource team for further formalities.6. Resolving team's issues related to business requirements.

Responsible for handling daily queries, requests and complaints of customers received via emails, letters etc., from branches, directly from customers or through the Service Help line.Responsible for doing the evaluation of all complaints/correspondence received by HDFC SL.Identify, analyze and do root cause analysis of complaints. Identify process gaps and proactively plug the gaps.Interact with other functions / departments to get the necessary information which would be act as a vital inputs to resolve the complaintInteract with channel partners, HDFC Bank TPP team to get the necessary information which would be act as a vital inputs to resolve the complaintEnsure all the complaints are resolved with-in TAT maintaining the desired quality levelHandle escalated complaints received from various sources such as IRDA ,Top Management resolving them on fast track basisResponsible for end to end ownership of all customer correspondenceTo proactively work and participate in initiatives taken up for improvement. Train and develop the new team members in terms of processes, function, quality standards, product and systems.

● Checking KYC documents and processing it for loan disbursal.● Assisting customers with queries related to their loan applications and loan documentation.● Sharing information to technical team on errors for bug fixes.

1. Handling customer complaints who are the owners of the premium car – Mercedes Benz and help them resolve the complaint before it is escalated to the principal.2. Retrieving dump from feedback calls done by other team and look for dissatisfied customer and understanding their area of dissatisfaction.3. Maintaining excel reports of custody cars from the service advisors and understanding if any vehicle needs immediate attention to be released.4. Visiting customer place for joint trails with technician to understand any problem in the vehicle as per customer concern.

1. Understanding business requirements of clients and forwarding it to the technical team for implementing changes in system.2. Co-Ordinating with clients for any queries related to the product or sales and forwarding it to respective team.3. Guiding clients on using software efficiently and accepting feedback related to it.

● Resolve escalated complaints shared by customer via email at nodal desk.● Root Cause Analysis of complaints and identification of product/process gaps. ● Coordinating with different departments to resolve complaints within prescribed TAT● Maintaining tracker of complaints and analyzing area of maximum complaints received, discussing with Manager to fix and try to reduce complaints.● Handling a team of 7 people, maintaining their attendance, attrition, building strategy to understand possibility to reduce the bucket count of complaint emails allotted.