Axis Bank is Hiring for Service Recovery – Team Member For PNO desk | Axis Bank Operation Jobs in Mumbai 2025 | Axis Bank Jobs in Mumbai !
Job Description
Role & responsibilities
As the highest level in the escalation matrix for the aggrieved customers within the Bank, is responsible for fair treatment of all complaints of the Bank. As a team player at bank’s escalation management processes, ensures quality of the resolution provided, the TATs being practiced & the communication being meted out are as per the agreed standards of the Bank.
Responsible for all PNO / NO/CNO related activities for all segments, businesses and channels of the Bank.
Responsible for the management of all PNO/ NO / CNO complaints. Ensures effective & timely resolution of all such complaints in line with the regulatory requirements.
Ensures complete adherence to Banking Ombudsman Scheme and Internal Ombudsman scheme published by the Regulator.
Ensures period presentations/submissions to management on complaint trends/regulatory views on Bank in terms of trends and highlights deficiencies observed, if any.
Ensures that appropriate Red Flags are raised to management, when required.
Ensures all complaints across all channels, where the resolution is partial/fully not in favour of the complainant, are un-biasedly evaluated at PNO / NO / CNO level & that ‘fair’ judgments are passed on to the complainants.
Ensures analysis of each escalation to derive the root cause/s (RCA) for further reduction &/or non-recurrence of the complaint type is carried out.
Leverages the RCAs of the escalations for improvement of the products, processes, technology, communication & people.
Provides regular inputs to progress on the journey to achieve the Bank’s & Services unit’s vision & framework.
Ensures a continuous improvement process is in place to maintain the high benchmarks set for the escalation management process.
Key contributor in designing & executing the Bank’s agenda on service recovery. Identifies mass impact items/incidents from the escalations & ensure the Services Leadership Team is alerted well in time.
Preferred candidate profile
Minimum 3-4 years of total work experience, incl experience in banking across different units / businesses.
At least 1-2 years of experience in managing complaints / grievance redressal / escalations management at senior levels
Combination of experience in branch banking, operations & services
Time and Venue
18th August – 22nd August , 10.00 AM – 3.00 PM
Axis Bank, Parle G Factory Compound, Gate 1, Gate 1, Zone 2, VS Khandekar Road, Navapada, Vile Parle East, Mumbai -57
Contact – Ashish Rajput
