- The Cluster Head – BSQIG & Regional Nodal Officer - is responsible for overseeing branch-level surveillance, governance, and customer grievance redressal within a defined geographic area.
- The role entails leading initiatives to ensure regulatory compliance, fostering a customer-centric approach, and driving service excellence across the retail branch network.
- Acting as a liaison between branches, the central Grievance Redressal team, and internal stakeholders, this position ensures prompt and effective resolution of customer issues while upholding the bank’s service standards.
Responsibilities
- Execute timely surprise review visits to branches as per the approved schedule.
- Identify trends, analyze root causes, and recommend both short-term and long-term corrective actions.
- Ensure transparent, timely & unbiased reporting of findings and coordinate with stakeholders to implement rectifications
- Share findings with branch and zonal teams, tracking closure of observations and actions.
- Recommend disciplinary actions in cases of policy deviation or process lapses, as per the bank's guidelines.
- Serve as a subject matter expert in assessing and resolving conflicting or complex situations.
- Act as a helpline for branches in understanding and implementing the branch processes
- Training Branches on processes where exceptions are high to ensure smooth operations at branches resulting into good customer service
Regional Nodal Officer
- Implement and uphold the bank’s grievance redressal policy across all operational units / branches
- Ensure full compliance with the RBI’s Integrated Ombudsman Scheme and other applicable regulatory frameworks at branches in their respective regions.
- Conduct training sessions for branch staff in their respective regions on effective complaint handling practices.
- Representing the bank in their assigned geography to mandatorily attend the regulatory meetings.
- Provide day to day support on decision making on customer complaints under their respective regions.
- Close coordination with Branches for early resolution of customer complaints.
- Conduct of branch level customer service committee meetings on a monthly basis.
- Conduct of Quarterly standing committee meetings are respective regions as and when required.
- Conduct of various customer awareness meetings at their respective regions as and when required.
- Overall control on Grievance redressal at branches under respective regions.
Qualifications
Graduate / MBA from reputed Institute
Professional Qualifications
- A minimum of 15-18 Years of relevant Experience in branch banking, customer service, business, or operations, with a strong focus on driving a customer-centric agenda
- In-depth knowledge of banking products, services, regulatory guidelines to customer service & the Banking Ombudsman Scheme.
- Strong analytical and problem-solving abilities.
- Exceptional conflict resolution and negotiation skills.
