Customer Service Manager-RBI CMS portal

Key Responsibilities:

• Handle end-to-end customer complaints received through the RBI CMS portal.
• Act as the liaison between the organization, customers, and the RBI Ombudsman office.
• Ensure all RBI complaints are resolved within the defined internal and regulatory timelines.
• Maintain high-quality complaint resolution and minimize repeat complaints.
• Analyze customer complaints to identify root causes (RCA) and implement preventive actions.
• Drive process improvements based on complaint trends and customer feedback.
• Work on initiatives to improve customer satisfaction (CSAT) and operational efficiency.
• Conduct regular reviews with stakeholders to improve closure quality and turnaround times.
• Manage escalated cases and ensure compliance with RBI guidelines and internal policies.
• Depending on experience, the role may involve handling a team as well as working as an individual contributor on critical projects.