Assistant Manager – Customer Complaints Team

About the role

We are seeking an Assistant Manager to lead a high‑performing complaints team within the Customer Care Unit. The role focuses on delivering end‑to‑end customer outcomes, improving CSAT scores and ensuring compliance with regulatory and service standards.

Key responsibilities

• Own team and individual productivity, capacity utilization and complaint backlog control.
• Manage queues, aging and work allocation to meet turnaround time and service targets.
• Drive CSAT improvement by analysing survey results, identifying service gaps and implementing recovery actions.
• Ensure all complaints are handled in line with SOPs, consumer protection regulations and internal policies.
• Conduct quality reviews, coach agents and escalate regulatory, financial or reputational risks.
• Handle mid‑level and complex escalations, acting as single point of accountability for escalated cases.
• Develop and execute training and capability plans, addressing skill gaps for new joiners, low performers and high‑potential team members.
• Analyse complaint trends, provide root‑cause insights and lead continuous‑improvement initiatives.

Required profile

• Proven experience leading a team of 6‑8 complaints handling agents.
• Strong understanding of consumer protection regulations and internal compliance standards.
• Ability to monitor and improve performance metrics such as productivity, backlog and CSAT.
• Excellent communication skills with a focus on clear, empathetic customer interactions.
• Experience in coaching, training and capability development.
• Analytical mindset for trend analysis and root‑cause problem solving.

Required skills