Shivam Sahni

• Leading and managing a team of grievance officers or specialists. This includes providing guidance, training, and support to the team members, as well as monitoring their performance and ensuring that they are adhering to company policies and procedures.
• Investigating and resolving escalated grievances. This may involve conducting interviews, gathering evidence, and analyzing information to determine the root cause of the issue and identify appropriate solutions.
• Developing and implementing strategies to prevent and reduce grievances. This may include conducting root cause analysis, identifying trends, and implementing corrective and preventive actions.
• Monitoring and reporting on grievance trends and performance. This involves collecting and analyzing data on grievances, identifying patterns and trends, and preparing reports for management.
• Ensuring compliance with relevant laws and regulations. This includes staying up-to-date on changes in legislation and ensuring that the grievance process is compliant with all applicable laws.
• Providing training and awareness to employees on the grievance process. This may involve conducting workshops, developing training materials, and providing ongoing support to employees.
• Representing the organization in external forums and investigations. This may involve liaising with regulatory bodies, legal counsel, and other stakeholders.
• Maintaining accurate records of all grievances and resolutions. This includes documenting all interactions with employees, maintaining a database of grievances, and ensuring that all records are properly stored and secured.

In addition to these core responsibilities, an Assistant Manager in a grievance and escalation process may also be responsible for:

• Developing and maintaining a positive and supportive work environment.
• Promoting a culture of open communication and feedback.
• Building and maintaining relationships with stakeholders.
• Identifying and implementing process improvements.

Overall, the Assistant Manager plays a critical role in ensuring that grievances are handled fairly, efficiently, and effectively. They are responsible for leading and managing the grievance process, ensuring compliance with all relevant laws and regulations, and promoting a positive and supportive work environment.

• Lead complex KYC investigations using advanced data analytics and AI tools
• Develop and implement KYC policies in collaboration with cross-functional teams
• Mentor junior analysts, fostering a culture of continuous learning and improvement
• Conduct risk assessments to identify potential compliance issues and recommend solutions
• Collaborate with IT teams to enhance KYC systems through automation and AI integration
• Ensure compliance with evolving regulatory requirements and industry best practices
• Facilitate remote KYC operations using secure digital platforms and collaboration tools
• Analyze large datasets to identify trends and anomalies in customer behavior
• Participate in agile project teams to streamline KYC processes and improve efficiency
• Prepare detailed reports for senior management on KYC findings and risk assessments
• Drive strategic initiatives to enhance the organization's overall KYC framework
• Awarded 4 times for outstanding monthly performance
• Mentored junior team members, fostering a culture of collaboration and professional growth within the organization.

• Greeting customers and helping them with their enquiries or concerns
• Working a fast-paced and high-volume retail environment
• Providing excellent customer service to all customers, at all times
• General merchandising of the store with managers
• Converting leads into sales