| Job Title | Lead – Centralised Grievance Redressal Unit |
| Company | CSB Bank |
| Job ID | 1136200 |
| Location | Thane, Maharashtra |
| Job Type | Full Time |
| Experience | 8–10 years |
| Qualification | Graduate / MBA |
| Job Focus | Grievance Management, Customer Experience & Regulatory Compliance |
| Core Responsibility | Oversee grievance management and ensure timely resolution of customer complaints |
| Complaint Management | Receive, investigate and resolve customer grievances raised through various channels |
| RCA & CAPA | Conduct Root Cause Analysis (RCA), identify issues and implement Corrective and Preventive Actions (CAPA) |
| MIS & Reporting | Prepare MIS reports and ensure unbiased reporting of grievance trends |
| Business Coordination | Coordinate with Business Units and Branches for complaint closure |
| Internal Ombudsman | Coordinate with the Internal Ombudsman and ensure closure of customer complaints |
| Grievance Channels | Ensure customers have easy access to grievance redressal channels |
| Branch Audits | Conduct surprise branch audits, analyze trends and drive corrective actions |
| Compliance | Ensure regulatory and process compliance; track policy/process deviations |
| Process Improvement | Recommend disciplinary actions for deviations and continuously improve processes |
| SME & Training | Act as a subject matter expert, support branches and provide targeted training |
| Customer Experience | Lead Voice of Customer (VoC) initiatives and improve customer journeys |
| NPS/CSAT | Manage NPS and CSAT programs and analyze customer feedback |
| Technology | Evaluate technology solutions to improve grievance handling and customer experience |
| Industry Practices | Leverage industry trends and best practices for continuous improvement |
| Posting Date | 05 October 2026 |
