Assistant Manager – Customer Care Unit (Complaints)

About the role

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

Key responsibilities

• Own team productivity, capacity utilization and complaint backlog, managing queues and meeting TAT 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 and coach agents.
• Manage mid‑level and complex escalations, acting as single point of accountability for escalated cases.
• Develop and execute training and capability plans, identifying skill gaps and running coaching programmes for new joiners, low performers and high‑potential staff.
• Analyse complaint trends, provide root‑cause insights and lead continuous‑improvement initiatives across processes and systems.
• Build strong relationships with Business, Operations, IT, Fraud and other units to accelerate resolutions.

Required profile

• Proven experience leading a team of 6‑8 complaints handling agents.
• Strong understanding of consumer protection regulations and internal complaint handling policies.
• Track record of meeting KPI targets such as CSAT, TAT and productivity metrics.
• Excellent communication and stakeholder‑management skills.
• Ability to analyse data, identify trends and drive process improvements.

Required skills