Ms Office
Sangeeta Tiwari Kherde
Assistant Manager - Grievance Redressal
Bengaluru,KA
Summary
Banking professional with over 4 years of experience in managing Grievances received through various channels, developing SOP and policies, progressing through increased responsibility with eager to further learn, grow and excel.
Overview
3
3
Languages
2
2
Certifications
6
6
years of post-secondary education
4
4
years of professional experience
Work History
Assistant Manager - Grievance Redressal
Ujjivan small finance bank
Bengaluru, Karnataka
05.2018 - Current
- Responsible for resolving all complaints escalated to MD Desk, PNO Desk, Departmental Head and social Media.
- Handled and guided team for timely closure of Banking Ombudsman complaints, complaints received thorough CPGRAMS, consumer helpline and CEPC.
- Ensured effective functioning of Internal Ombudsman Scheme and handled cases escalated to Internal Ombudsman.
- Consistently ensured 98% grievances are resolved within TAT.
- Monitored timeliness and quality audits of complaint resolution for the Bank.
- Prepared and implemented customer service related policies and Standard Operating Procedures for providing operating guidelines on various customer service policies approved by Board.
- Prepared comprehensive Grievance Redressal Manual and Grievance Review Mechanism for the Bank.
- Conducted RCAs periodically for high volume complaints, MD desk complaints, external source complaints and implemented process corrections to reduce the complaint volumes.
- Ensured timely submission of reports and data to RBI and auditors.
- Drove various training programs and prepared training materials for grievances team, new-joiners, Management Trainees and other stakeholders on regulations related to customer service.
- Implemented various system level changes in CRM Next and worked on various automation projects of the Bank.
Management Trainee - Grievance Redressal
Ujjivan small finance bank
BANGALORE, KARNATAKA
05.2017 - 04.2018
- Handled customercare and Regional Nodal Officer Desk.
- Ensured 98% grievances were resolved within TAT.
- Analyzed reasons of top 5 Complaints and worked for process improvement to decrease complaint volume.
- Responsible for handling of MISs and Dashboards for PAN India Grievance.
- Developed Standard Operating procedures for handling grievances.
- Developed standard templates for customercare mails.
- Prepared service cards and case studies for training front end people on handling grievances.
Education
Bachelor of Science - Nursing
07.2011 - 06.2015
- Awarded with 'Gold Medal' for best in academics, with 74.49%.
- Awarded with 'Best Student Trophy' and 'College Color'.
- 2nd merit from Guwahati University and college topper.
- Handled position of Vice President in Student Council.
Master of Business Administration - Marketing And Healthcare
08.2015 - 06.2017
- Graduated with 8.25 DGPA.
- Awarded with 'Best Performer Trophy'.
Skills
Grievance handling
Customer oriented attitude
Proficient in communication
Data & Trend analysis
Team Handling
Process Development
Software
Tableau
SQL
Certification
IIBF AML and KYC
Timeline
IIBF Small Finance Bank
01-2019
Assistant Manager - Grievance Redressal - Ujjivan small finance bank
05.2018 - Current
IIBF AML and KYC
03-2018
Management Trainee - Grievance Redressal - Ujjivan small finance bank
05.2017 - 04.2018
NSHM Knowledge Campus - Master of Business Administration, Marketing And Healthcare
08.2015 - 06.2017
Army Institute of Nursing - Bachelor of Science, Nursing
07.2011 - 06.2015