IndusInd Bank - Head - Service Delivery - Complaints & Process

Role Details:

Set-up and manage collections process, strategy, collections systems, customer complaints for Assets & Credit Cards product. Ensuring compliance to regulatory guidelines across collection centers.

Overall Job Description:

1. Complaints management for Assets & Cards - Tracking and working with line team for timely address.

2. Cross sell to complaint customers post satisfaction of complaint (This is a measure to make this unit cost neutral) we will invest in call center executives on third party model and cross sell to this base).

3. Process related items including creation of PSL model for asset's model, website maintenance for assets, application to agreement document coverage etc.

4. Collections compliance including complaints management and process.

5. DSA and Collection agency payout process (ONLY tracking- actual payout etc will be done by individual business)