Nodal Complaints Officer

Aditya Birla Group
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📍 R-Tech Park Goregaon, Maharashtra, India
Manage escallations Grievance Handling

About this role

Role Details: 

 

Business

Aditya Birla Capital

Location

Mumbai

Role

Nodal Complaints Officer

Department

Operations & Customer Service

Eligibility Criteria

Bachelor or master’s degree

 

Required Skills & Competencies

  • Customer Service & Relationship Management 
  • Communication & Interpersonal Skills
  • Integrity and strong ethical standards.
  • Effective communication and reporting.
  • Process orientation and innovative mindset.
  • Networking and stakeholder management.
  • Problem-Solving & Resolution Management.
  • Escalation & Complaint Management

Key Responsibilities: 

 

Respond to customer complaints 

 

  • Strictly adhere to the Grievance Framework designed for the team.
  • Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI. 
  • Documentation of Customer Complaint which is fairly and efficiently executed in CRM
  • Ensure end to end closure of complaint and zero recurrence.
  • Respond to complaints received on the regulators portal and ensure redressal within timelines.

 

Monitor & Analyze complaint types

  • Monitor the types of complaints received and analyze reasons, trends and share observations. 
  • Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.

 

Stakeholder Management

 

  • Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
  • Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.

 

MIS and Dashboard for Senior Management

 

  • Maintain a detailed MIS on complaints and escalations
  • Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.

 

Root Cause analysis of complaints received

 

  • Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.  

 

Audits

 

  • Responsible for maintaining required data/MIS/evidences which may be required during audits.
  • Participate in statutory, internal and external audits when required.

Frequently Asked Questions

Is the salary disclosed for the Nodal Complaints Officer position at Aditya Birla Group?
The salary for this Nodal Complaints Officer role at Aditya Birla Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Nodal Complaints Officer position at Aditya Birla Group located?
This Nodal Complaints Officer role at Aditya Birla Group is based in R-Tech Park Goregaon, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Nodal Complaints Officer position at Aditya Birla Group?
Click the "Apply Now" button on this page. You will be redirected to Aditya Birla Group's official application portal hosted on peoplestrong where you can submit your application directly.
When was the Nodal Complaints Officer job at Aditya Birla Group posted?
This Nodal Complaints Officer position at Aditya Birla Group was posted on Aug 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Nodal Complaints Officer
Aditya Birla Group
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