Job Description:Job TitlePrincipal Nodal Officer (PNO) / Nodal Officer (NO) / Circle Nodal Officer (CNO)DepartmentService RecoveryGradeAM / DM / MLocationMumbaiReporting ToA. POSITION PURPOSEThe Principal Nodal Officer (PNO) / Nodal Officer (NO) & Circle Nodal Officer (CNO) is responsible for managing the Grievance Redressal Process of the Bank and for managing the activities of their Unit. Customers with grievance should be able to approach the PNO / NO / CNO in the first instance and hence liaises with the Various Units/ Depts/ Branches on grievance matters. The team ensures that the Bank’s escalation management processes are created & implemented as per the regulatory guidelines. All complaints & complainants are treated fairly by providing the appropriate resolutions within the set timelines, with the desired quality & are communicated properly to all concerned parties.Primary Purposes:§ Ensure the prescribed Grievance Redressal Process of the Bank works in spirit in action.§ Ensure the escalation matrix works smoothly from a regulatory perspective.§ Is the custodian of ensuring “Fair treatment” to all complaints and complainantsB. KEY POSITION RESPONSIBILITESSR.Key Responsibilities1.As the highest level in the escalation matrix for the aggrieved customers within the Bank, is responsible for fair treatment of all complaints of the Bank. As a team player at bank's escalation management processes, ensures quality of the resolution provided, the TATs being practiced & the communication being meted out are as per the agreed standards of the Bank.2.Responsible for all PNO / NO/CNO related activities for all segments, businesses and channels of the Bank.3.Responsible for the management of all PNO/ NO / CNO complaints. Ensures effective & timely resolution of all such complaints in line with the regulatory requirements.4.Ensures complete adherence to Banking Ombudsman Scheme and Internal Ombudsman scheme published by the Regulator.5.Ensures period presentations/submissions to management on complaint trends/regulatory views on Bank in terms of trends and highlights deficiencies observed, if any.6.Ensures that appropriate Red Flags are raised to management, when required.7.Ensures all complaints across all channels, where the resolution is partial/fully not in favour of the complainant, are un-biasedly evaluated at PNO / NO / CNO level & that 'fair' judgments are passed on to the complainants.8.Ensures analysis of each escalation to derive the root cause/s (RCA) for further reduction &/or non-recurrence of the complaint type is carried out.9.Leverages the RCAs of the escalations for improvement of the products, processes, technology, communication & people.10.Provides regular inputs to progress on the journey to achieve the Bank's & Services unit's vision & framework.11.Ensures a continuous improvement process is in place to maintain the high benchmarks set for the escalation management process.12.Key contributor in designing & executing the Bank's agenda on service recovery. Identifies mass impact items/incidents from the escalations & ensure the Services Leadership Team is ed well in time.C. QUALIFICATIONS AND EXPERIENCE REQUIREMENTQualificationsEssentialGraduatePreferredPost Graduate/MBA (full time)ExperienceEssential· Minimum 5 years of total work experience, incl.min.3 years in banking across different units / businesses.· At least 2 years of experience in managing complaints / grievance redressal / escalations management at senior levelsPreferredCombination of experience in branch banking, operations & servicesDD D. COMPETENCY REQUIREMENTSa. Technical SkillsSkillAttributeService Excellence· Treating Customer Right· Taking end-to-end Ownership of Customer Issues· Cutting across the Bank to obtain results for Customer Servicing· Always handling Customers with a positive attitude· Valuing the value chain within the organisation· Staying ahead of Customer Needs/QueriesComplaints & Request Handling· Aptitude to sense client impacting issues and propose measures to mitigate· Ability to cut through the organisation and seek appropriate information· Knowledge of all Banks processes, products & services· Ability to seek solutions to Client Issues & Complaints and handle them holistically· Ability to sense areas of concern & suggest measures to mitigate them.Bank Process knowledge· Good understanding of overall banking products & processes including, Liability, Assets, Agri, Financial inclusion, Third Party investments, insurance and credit cards· Understanding of regulators & their guidelines (RBI, BCSBI, IRDA, SEBI, TRAI, etc.)· Knowledge of Bank’s channels and operations· Well versed with digital banking channels, apps & social mediaCommunication Skills· Clearly conveys and cascades information and ideas, through a variety of media, to individuals or groups in ways that engages the audience and helps them to understand and retain the message· Is consultative and seeks to personalise communication to meet the internal/ externalcustomers’ needs· Actively seeks and analyses feedback and responds in an appropriate mannerPeople Management· Actively builds and fosters a friendly, harmonious and productive working atmosphere for all staff.· Coach and mentor the Management and Supervisors in developing sound people management, leadership skills and relevant competencies.· Actively shares own knowledge and experience with others in the team.· Leads by example. Models respect, helpfulness, cooperation and organisational values.· Builds a cohesive and collaborative team environment.Project Management· Overall Project Management & Execution, includingø Initiating & Planningø Delivering resultsø Monitoring & Controllingø Project Risksø Stakeholder Managementø Project ClosureE. FUNCTIONAL INTER-LINKAGESInternal & ExternalAll departments of the Bank, particularly· Management Committee, in particular:ø ED & Mancom Membersø Management of Wholesale, BBB, RBB, Retail Assets& Credit Cards business/product Units and their teamsø Head Strategy, Retail Banking & FI· Fraud Risk Management· Chief Compliance Officer & his team· All Client Services Vertical Heads and their teams· Marketing & Communications· Branch Network & Other Channels· Operations· IT· External Services OrganisationsSkills:Refer to the Job DescriptionAbout Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses
