JAGADEESH D
Bangalore
Summary
Seasoned Grievance Redressal professional with 12+ years of experience managing end-to-end complaint resolution across banking, financial services, and government sectors. Deep expertise in designing grievance frameworks, escalation matrices, and SOPs that ensure regulatory compliance with RBI, UIDAI, and PMOPG standards. Proven track record of handling high-volume, complex grievances — including Aadhaar, credit card, and banking disputes — while driving root cause analysis and systemic process improvements. Skilled leader with a strong ability to mentor teams, liaise with regulators and stakeholders, and deliver measurable improvements in resolution quality, turnaround time, and customer satisfaction.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Grievance Redressal officer
National Institute for Smart Government
12.2022 - Current
- Manage and resolve grievances related to Aadhaar services, ensuring timely and effective resolution in line with UIDAI standards.
- Develop and implement grievance redressal policies and procedures tailored to Aadhaar services, strengthening compliance and efficiency.
- Coordinate with multiple departments and stakeholders to address Aadhaar cardholder issues efficiently.
- Conduct root cause analysis to identify recurring complaint patterns and implement corrective measures.
- Train and mentor team members on grievance handling protocols and customer service best practices.
- Maintain comprehensive records of complaints and resolutions for regulatory compliance and audit readiness.
- Provide proper resolution for grievance cases received through PMOPG Portal, RTI, Appeals, and mail/post.
- Investigate and recommend whitelisting for Aadhaar Enrolment IDs (EID) across Regional Offices in India.
- Segregate complaints based on risk levels, ensuring appropriate remediation strategies.
- Perform in-depth analysis to identify and eliminate duplicate Aadhaar enrolments, recommending deactivation where necessary.
- Propose fraud prevention solutions and process improvements, enhancing security and trust in Aadhaar services.
Deputy Manager
IndusInd Bank Pvt Ltd
12.2016 - 11.2022
- Managed social media channels and grievance cases related to banking and credit card services, ensuring prompt and professional resolution.
- Oversaw daily service requests and aging cases, driving timely closure and compliance with service-level agreements (SLAs).
- Delivered professional and timely responses to customer complaints, requests, and queries across multiple communication channels.
- Handled credit card escalation and complaint management activities across all bank segments, businesses, and customer touchpoints.
- Monitored team performance, providing coaching and guidance to consistently exceed monthly targets and improve service quality.
- Conducted call monitoring and quality audits, sharing trending data and actionable insights with site management to enhance operational efficiency.
- Improved team performance metrics by mentoring staff, resulting in higher customer satisfaction scores.
Senior Executive
GE Capital
02.2013 - 09.2016
- Delivered end-to-end customer service for SBI credit card holders, resolving complex queries and complaints with professionalism and empathy.
- Handled inquiries related to statements, transactions, payments, billing discrepancies, and reward point redemption, ensuring accuracy and clarity.
- Managed customer retention initiatives, proactively addressing concerns to prevent cancellations and strengthen loyalty.
- Ensured quality and timely resolution of issues while consistently meeting service level agreements (SLAs).
- Achieved a high first-contact resolution rate, reducing repeat complaints and improving customer trust.
- Contributed to a measurable improvement in customer retention by successfully addressing cancellation requests.
Customer Support Executive
Reliance BPO Pvt Ltd
07.2010 - 04.2012
- Delivered high-quality customer support by handling inbound calls for broadband services, consistently achieving first-call resolution and improving customer satisfaction.
- Managed diverse customer queries, complaints, and billing inquiries with professionalism, ensuring timely resolution and adherence to company service standards.
- Performed configuration, maintenance, and troubleshooting of LAN, WAN, and modem devices, demonstrating strong technical knowledge and problem-solving skills.
- Trained and mentored new employees on processes, procedures, and customer service best practices, contributing to team efficiency and knowledge transfer.
- Provided backup support to team members during peak workloads, ensuring seamless operations and meeting service-level agreements (SLAs).
Education
Bachelor of Engineering - Computer Science
Saraswathi Velu College of Engineering
Vellore01-2010
Skills
- End-to-End Grievance Redressal & Resolution
- RBI / UIDAI / PMOPG Regulatory Compliance
- Team Leadership & Performance Management
Emergency response coordination
Accomplishments
- Recognized for excellence in multi-channel grievance handling across banking and government sectors, maintaining full regulatory compliance with UIDAI, PMOPG, and RBI guidelines.
- Improved team performance metrics via coaching, resulting in higher customer satisfaction.
- Contributed to measurable improvement in customer retention.
- Successfully eliminated duplicate enrolments, strengthening Aadhaar system integrity.
- Consistently met and exceeded grievance resolution SLAs, earning recognition for quality, accuracy, and turnaround time across all roles.
KEY RESPONSIBILITES
- Manage end-to-end grievance redressal processes across banking, government, and digital identity services, ensuring timely and compliant resolution of customer complaints and escalations.
- Design and implement SOPs, escalation matrices, and complaint tracking systems to improve efficiency.
- Handle complex grievances across banking (credit cards, accounts, SLAs), government portals (PMOPG, RTI, Appeals), and Aadhaar services (biometric updates, authentication failures, enrolment disputes).
- Collaborate with cross-functional teams (operations, compliance, IT) to address systemic issues and improve customer experience.
- Prepare MIS reports, audit documentation, and regulatory submissions to maintain transparency and accountability.
Timeline
Grievance Redressal officer
National Institute for Smart Government
12.2022 - Current
Deputy Manager
IndusInd Bank Pvt Ltd
12.2016 - 11.2022
Senior Executive
GE Capital
02.2013 - 09.2016
Customer Support Executive
Reliance BPO Pvt Ltd
07.2010 - 04.2012
Bachelor of Engineering - Computer Science
Saraswathi Velu College of Engineering