Customer Service Manager-RBI CMS portal

Key Responsibilities: Handle end-to-end customer complaints received through the RBI CMS portal. Act as the liaison between the organization, customers, and the RBI Ombudsman office. Ensure all RBI complaints are resolved within the defined internal and regulatory timelines. Maintain high-quality complaint resolution and minimize repeat complaints. Analyze customer complaints to identify root causes (RCA) and implement preventive actions. Drive process improvements based on complaint trends and customer feedback. Work on initiatives to improve customer satisfaction (CSAT) and operational efficiency. Conduct regular reviews with stakeholders to improve closure quality and turnaround times. Manage escalated cases and ensure compliance with RBI guidelines and internal policies. Depending on e