JOB DESCRIPTION
1 Job Title
Head of Customer Care & Social Care
Direct Supervisor
Head of Client Experience
2 Job Purpose- Drive and champion a customer-centric complaint resolution standard across the Bank, ensuring superior service quality, NPS improvement, and regulatory compliance.

- Own the customer resolution journey end-to-end, including root cause analysis, process improvement, and re-engineering initiatives.

- Lead the transformation of the Customer Care Unit into a specialized, digital-first complaints function where 75–80% of complaints are resolved through AI, automation, and straight-through processing (STP).

- Handle and resolve complex, unstructured complaints efficiently, enhancing customer satisfaction and brand reputation.

- Inspire, lead, and develop the CCU team to embed a culture of accountability, innovation, and continuous improvement.

3 Key Result Areas

Customer Experience & Complaint Resolution
- Oversee complaint resolution, balancing operational efficiency, regulatory compliance, and customer satisfaction.
- Drive digital-first handling where most complaints are resolved via AI/automation/self-service, reserving manual handling for complex cases.

Transformation & Automation Leadership
- Lead AI-led complaint triage, automation workflows, and STP processes.
- Identify digital enhancements to reduce complaint recurrence, call volumes, and manual interventions.
- Analyse complaint trends, root causes, CSAT, and NPS data to identify systemic issues and improvement opportunities.
- Publish dashboards highlighting performance metrics, transformation impact, and proactive solutions.
- Partner with business owners to reengineer processes, eliminate recurring complaints, and institutionalize best practices.
- Ensure full compliance with regulatory standards, internal policies, and operational controls while embedding transformation initiatives.
- Serve as communication lead for internal and external stakeholders, including regulators, vendors, and social media.
- Monitor KPIs, SLAs, NPS, CSAT, and transformation milestones to ensure measurable improvement in complaint resolution efficiency and customer satisfaction.
- Drive a culture of excellence where service standards are consistently exceeded, and transformation outcomes are visible and measurable.
- Lead, coach, and develop the CCU team to adopt digital-first complaint handling, automation tools, and data-driven decision-making.
- Promote a culture of ownership, innovation, and continuous improvement through trainings, huddles, and engagement initiatives.

Data-Driven Insights & Continuous Improvement

Process Reengineering & Governance

Stakeholder Engagement & Communication

Service Excellence & Performance Metrics

Team Leadership & Capability Building

4 Operating Environment, Framework and Boundaries, Working Relationships- Operates within the Bank's governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.

- Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.

- Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.

- Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.

5 Problem Solving
- Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.

- Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.

- Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.

- Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.

- Communicates persuasively and empathetically, fostering trust while safeguarding the bank's reputation

6 Decision Making Authority & Responsibility
- Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints

- Hiring of right resources, periodic capacity validation and assessment of training requirements

- Authority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactions

7 Knowledge, Skills and Experience
Knowledge
- Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.

- Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).

- Emerging technologies in AI, automation, sentiment analysis, and predictive complaint resolution.

- Lean/Agile practices, process improvement, and change management methodologies.

Skills
- Analytical ability to identify themes, gaps, and actionable insights from complaints, CSAT, and NPS data.
- Design and implementation of automation workflows, digital-first complaint handling, and STP models.
- Strong stakeholder management and influencing skills across business, technology, and regulatory teams.
- Financial decision-making within delegated authority, balancing customer satisfaction and risk.
- Exceptional written and verbal communication skills, professional, empathetic, and customer-centric.

Competencies
- Customer-first mindset with focus on reducing friction through digital innovation and automation.
- High ownership, accountability, and adaptability in managing operational and transformational outcomes.
- Ability to envision and deliver a specialized complaints function where most complaints are AI/digital-led.
- Leadership in managing service quality, compliance, and continuous improvement.
- Experience: 8–12 years in complaints management, customer service, and transformation programs.

AVP - Customer Care & Social Care