Lead - Centralised Grievance Redressal Unit| Thane
About this role
To oversee grievance management processes, ensuring timely resolution of customer complaints, regulatory compliance, service quality and continuous enhancement of customer experience.
A "Centralised Complaint Redressal Unit" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers. It typically involves:
- Receiving, investigating and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution.
- Responsible for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints.
- Facilitate easy access to grievance redressal channels for all customers.
- Conduct surprise branch audits as per plan, analyze trends/root causes and drive timely corrective actions.
- Ensure unbiased reporting, track issue closures and recommend disciplinary actions for policy/process deviations.
- Act as SME, support branches with process clarity and deliver targeted training.
- Lead VoC initiatives, streamline customer journeys and manage NPS/CSAT programs.
- Analyze feedback and complaints, identify root causes, implement CAPA and ensure closure.
- Liaise with teams, evaluate tech solutions and deliver insights to enhance customer experience.
- Continuously improve processes by leveraging industry trends and best practices.
Experience Range: 8 to 10 years
Qualifications:
Graduate/ MBA
Frequently Asked Questions
Is the salary disclosed for the Lead - Centralised Grievance Redressal Unit| Thane position at CSB?
The salary for this Lead - Centralised Grievance Redressal Unit| Thane role at CSB is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Lead - Centralised Grievance Redressal Unit| Thane position at CSB located?
This Lead - Centralised Grievance Redressal Unit| Thane role at CSB is based in Thane, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Lead - Centralised Grievance Redressal Unit| Thane role at CSB full-time or part-time?
This is listed as a Full time position. It is posted as a Lead - Centralised Grievance Redressal Unit| Thane role at CSB.
How do I apply for the Lead - Centralised Grievance Redressal Unit| Thane position at CSB?
Click the "Apply Now" button on this page. You will be redirected to CSB's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Lead - Centralised Grievance Redressal Unit| Thane job at CSB posted?
This Lead - Centralised Grievance Redressal Unit| Thane position at CSB was posted on Oct 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Lead - Centralised Grievance Redressal Unit| Thane
CSB
You'll be redirected to CSB's official application page on oraclecloud.