- Leading a team of 10 to 25 Grievance Specialists at varying levels of experience providing leadership, training and coaching to them

- Keeping them motivated by providing performance target to them and ensuring its adherence

- Ensure quality and timely resolution plus update on customer queries via the team

- Improving processes and SOP to reduce customer grievances, it's TAT and quality of resolution.

- Publishing various metrics on regular basis to drive its adherence and update the senior management with the progress and path ahead

- Liasoning with the stakeholders and senior management to drive improvement in processes and SOP.

- Have complete knowledge of Grievance Management System and companies- processes

- Creating a transparent team culture where both positive and critical feedback is comfortably exchanged on a daily basis

Key Requirement:

- 3-4 years of experience in handling a customer grievance team of 15-20 members

- A track record of creating environments of safety and joy for the teams you

- manage so as to ensure that team is motivated to achieve their targets

- The ability to adjust your coaching and teaching style to different people

- Proven ability to close performance gaps.

- Excellent written and verbal communication skills

- Ability to think analytically plus understand and analyse data to spot the grievances resolution trend or any abnormality, and drive corrective action as required

- Experience in managing and building relationship with various stakeholders across different departments

- Customer Centric- Should always think about how to ensure customer delight while

creating a process, SOP or any interaction with external customers/internal team

- Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex startup environment to both internal and external stakeholders

- Skills - Team management, handling escalations, Advance Excel, Problem solving, coordination with Stakeholders, timely submission of Complaints

- Experience - minimum 2 to 3 years of team handling

Location: Gurgaon (Currently work from home)

Immediate Joiner

6 working days

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