Job Description: Team Leader – BO / Regulatory Complaints
Role Purpose
To lead the BO/Regulatory Complaints team and ensure timely, accurate, customer-centric and compliant resolution of regulatory grievances, while driving strong individual and team performance.
Key Responsibilities
- Lead and supervise a team of 5 officers responsible for handling BO/Regulatory complaints.
- Ensure complete and satisfactory resolution of complaints within 7 calendar days, with adherence to prescribed regulatory and internal timelines.
- Monitor case ageing, pendency, write-backs and follow-ups on a daily basis to prevent delays and TAT breaches.
- Coordinate with RNO and relevant stakeholders to ensure all BO queries and clarifications are addressed accurately and within stipulated timelines.
- Ensure adherence to defined Service Quality (SQ) parameters, process standards and regulatory requirements.
- Drive positive TNPS and customer experience through timely, accurate and effective complaint resolution.
- Monitor achievement of individual officer KRAs, productivity, TAT, SQ and TNPS, and provide regular coaching and corrective guidance.
- Maintain robust process governance, documentation and compliance, with timely escalation of critical, high-ageing or sensitive cases to management.
Key Performance Indicators
7-Day TAT | SQ | TNPS | Individual KRA Achievement | Pendency & Ageing | Regulatory Compliance | Quality of Resolution
Role Competencies
People Leadership | Complaint Resolution | Regulatory Understanding | Stakeholder Management | Customer Centricity | Quality & Compliance Orientation | Analytical & Follow-up Skills
Job description provided by Kotak Mahindra Bank.
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