CX Service Recovery Officer

Job Title: CX Service Recovery officer(MD Desk)

Grade:- Up to SM

Experience Required: 48 years

Industry: Banking / Financial Services

Location: Mumbai ( Santacruz)

We are looking for a seasoned professional to lead the MD Desk Customer Experience Service Recovery function. The role involves managing highseverity customer escalations, ensuring zero pendency, driving regulatory compliance, and improving overall complaintresolution quality.

Key Responsibilities

• Lead and manage MD Desk escalations endtoend.
• Ensure zero pendency and closure of all highseverity complaints within defined TAT.
• Maintain RBI / regulatory compliance with no breaches.
• Drive improvements in First Time Resolution (FTR) and rootcause elimination.
• Conduct RCA and partner with internal teams to resolve systemic issues.
• Lead, coach, and develop a team of Service Recovery Officers (SROs).
• Collaborate with senior stakeholders for faster complaint resolution.
• Prepare MIS, dashboards, and support audits and compliance reviews.

Required Skills & Competencies

• Strong experience in complaint management / grievance redressal / service recovery.
• Exposure to RBI/PNO regulatory complaint norms.
• Excellent customerhandling and communication skills.
• Strong analytical ability for RCA & CAPA.
• Leadership skills to manage a complainthandling team.
• Stakeholder management expertise across functions.

Qualifications

• Graduate / Postgraduate (Preferred: Law, Compliance, Customer Service specialization).
• 4-8 years of relevant experience in banking customer service, complaint handling, or CX.

KPIs

• Regulatory compliance: Zero breaches
• Quality of closure notes & customer satisfaction
• FTR improvement
• Productivity & capability index of team
• Reduction in top recurring issues
• Pendency control
• RCA quality & implementation
• Productivity of SROs
• Escalation severity reduction