Assistant Manager – Customer Complaints Team

About the role

The Assistant Manager will lead a high‑performing complaints team within the Customer Care Unit, driving end‑to‑end customer outcomes, CSAT improvement, quality, productivity and capability building while ensuring regulatory compliance.

Key responsibilities

• Own team productivity, capacity utilization and complaint backlog control; manage queues, aging and work allocation to meet TAT and service targets.
• Analyse CSAT surveys, identify detractor themes and implement actions to improve scores and response rates.
• Ensure all complaints are handled in line with SOPs, Consumer Protection Regulations and internal policies; conduct quality reviews and coach agents.
• Escalate regulatory, financial and reputational risks early; manage mid‑level and complex escalations.
• Develop and execute a training and capability plan, identifying skill gaps and running coaching programs for new joiners, low performers and high‑potential staff.
• Analyse complaint trends, provide root‑cause insights and lead continuous‑improvement initiatives across processes, systems and the customer journey.

Required profile

• Proven experience leading a complaints or customer‑care team, with a focus on performance, quality and compliance.
• Strong analytical mindset to interpret survey data, identify service gaps and drive improvement actions.
• Excellent communication and stakeholder‑management skills to build relationships across Business, Operations, IT, Fraud and other units.
• Ability to make decisions within defined delegations and escalate strategic issues appropriately.

Required skills