Ritesh Golvankar Email & Phone Number

Mumbai, Maharashtra, India

Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc.• Comprehend, analyse and action complaints received under various escalation channels as per defined process, timelines and quality.• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction.• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges.• Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.• Ensure minimum TAT for customer escalations and complaint closures.• Interact and engage with Regional RBI CEPCs & Office of Banking Ombudsman• Follow-up with members and internal teams for timely resolution• Timely response on escalation clarification processes and ensure FTR.• Collaborating with cross functional team in resolving complaints within defined timelines• Ensure maintenance & management of records under escalation process.• Proactively identify opportunities and provide alternatives/solutions for process improvement.• Introduce best practices to streamline the workflow and improve team productivity, meet processing expectations and ensure all timelines met by the team.• Design processes and bring continuous improvements in existing processes.• Track highly escalated cases, inflow and pendency on daily basis.• Review of all consumer responses received on Escalation Channels• Drive team & insourced operations performance – TAT, Quality & Productivity• Ensure continuous improvement in all performance parameters - TAT, Quality & Productivity• Ensure TATs & quality targets are met by the team.• Ensure high quality response and complete resolution.• Responsible for overall monitoring of escalation process

Mumbai, Maharashtra, India

• Taking care of complaint management processes of the Bank. Responsible and ensures that all digital complaints are handled within stated TATs and to the satisfaction of customers and the bank. Ensures that the TATs, the relevant BI around complaints and RCA processes are effective and efficient. Directly oversees escalated complaints from the vendor/ third party and manages the function Effectively • Taking care of the entire 24/7/365 social media response unit and complaint management matrix of the bank across businesses, channels and third parties.• End to End handling of liabilities, Credit, CIBIL and Assets related escalated complaints received as email/ posts from customers on Escalations E-mail id’s/posts.• Ensures that all escalated complaints are handled on priority basis are closed within TAT.• To closely follow-up with the respective units to provide timely resolution to the escalated complaint by Identifying areas of quality lapses and identifying areas for process improvements.• To carry out RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units.• Strong conceptual and analytical skills to view the existing social media unit and build strategy to enhance client experience, better FLR, execute with speed having high impact on increasing positive.• Analyse and improvise existing processes and build efficiency and effectiveness.• Identifying mass impact items and take immediate actions accordingly, to minimise the customer inconvenience including proactive communications with customer. • To liaise with Branches/Operations/TBG/Asset Teams etc through CRM for resolution• Preparing/vetting responses for social media channels• Vendor billings, evaluating cost optimisation and controlling Budget of the unit• Helping Head of the Department with processes, trainings, recorder implementation, SOP etc

Mumbai, Maharashtra, India

• To manage the escalations to resolve customer complaints effectively within the TAT’s and adhering to compliance norms.• Handling Social Media complaints (Twitter, Facebook, Instagram & LinkedIn)• End to End handling of liabilities, Credit, CIBIL and Assets related escalated complaints received as email/ letters from customers on all Escalations E-mail ids.• To closely follow-up with the respective units to provide timely resolution to the escalated complaint by Identifying areas of quality lapses and identifying areas for process improvements.• To carry out RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units.• To ensure quality parameters are met.• To call customers in case of sensitive cases for timely resolution• To thoroughly investigate cases with “No/Denial/Negative” responses to convert the same into “Yes / Affirmative”• To liaise with Branches/C/DBQ/TBG/Asset Teams etc through CRM for resolution• To vet each resolution/response given by branches/other units and to ensure correctness and completeness of the same.• Taking accountability on concern staff by issuing Memo (HR, Internal and Warning) as per grid of the company to avoid same errors in future.• Managing timely follow up for resolution with concern unit to close the query/complaint within TAT.

Mumbai, Maharashtra, India

Customer Service,Client Servicing, Sales & Marketing, Guest Relations

Mumbai

Southampton, London

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Masters, Customer Service Management

Bachelor'S Degree, Customer Service Management

Specilization, Customer Service Management