Team lead - Customer Complaint Job in Indore at Sk Finance Limited

Key Responsibilities:

• Lead and supervise the Customer Complaints team to ensure prompt and effective resolution.
• Monitor complaint trends and identify recurring issues to implement corrective actions.
• Ensure compliance with regulatory guidelines and company service standards.
• Coordinate with cross-functional teams (Operations, Product, Quality, etc.) to resolve escalated cases.
• Maintain detailed records of complaints and ensure accurate reporting and documentation.
• Track and analyze complaint data to generate insights and management reports.
• Conduct regular team training and performance reviews to improve efficiency.
• Drive initiatives to reduce complaint volume and improve customer experience.

Key Skills & Requirements:

• Proven experience in customer service / complaint management / escalation handling.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Knowledge of CRM systems and complaint management tools.
• Ability to work under pressure and handle escalations professionally.
• Attention to detail with a focus on process improvement.

SK Finance Limited, founded in 1994 and based in Jaipur, is a non-banking financial company (NBFC) offering vehicle and MSME loans. It operates across rural and semi-urban India with 500+ branches and 10,000+ employees. Focused on financial inclusion, it provides loans for used vehicles, business, home renovation, and more. SK Finance aims to serve unbanked populations with trust, agility, and empathy, and has filed for a ₹2,200 crore IPO to fuel future growth.