Team Member - Customer Experience

Job Title :\n\nComplaint Quality Review Team Member (Team Member - Customer Experience\n\nJob Requirements\n\nProven senior‑level judgment and decision accountability in grievance redressal, with the ability to independently validate the fairness, correctness, and defensibility of complaint resolutions and rejections\nStrong customer orientation combined with regulatory rigor, with ownership for ensuring complaint outcomes meet governance and regulatory expectations\nDemonstrated capability to perform independent, objective reviews of complaint decisions without reliance on upstream resolution teams\nHigh analytical depth to identify gaps in investigation quality, policy interpretation, reasoning, and documentation, and to drive corrective outcomes\nExcellent written communication skills, with accountability for drafting and issuing final complaint disposition responses that are clear, empathetic, balanced, and regulator‑safe\nStrong attention to detail and quality ownership, ensuring complaint outcomes are audit‑ready and defensible under IO and regulatory scrutiny\nAbility to operate effectively in a role with high governance visibility and impact, requiring maturity, discretion, and consistency in judgment\n\nEducational Qualifications :\n\nExperience in complaint governance, Internal Ombudsman support, regulatory grievance handling, service quality, audit, or compliance‑oriented roles\nSound understanding of banking products, policies, and the end‑to‑end complaint lifecycle, including handling of rejected complaints\nFamiliarity with complaint management systems, escalation workflows, and regulatory documentation standards\nComfort engaging with senior stakeholders on complaint quality, governance, and decision integrity matters