Jitender Kataria

JITENDER KATARIA D-16, 100, Sector-3, Rohini, New Delhi 110085 (C) - - ____________________ PROFESSIONAL SUMMARY ___________________ Having more than 9 years of experience in handling grievance redressal team ______________________ WORK HISTORY _____________________ January 11, 2012 to till date Canara HSBC OBC life insurance Co. Pvt ltd. Department: Complaint Redressal Unit Designation : Assistant Manager. Directly managing the Grievance team and Responsible for resolving all complaints within the timelines prescribed by IRDAI. Training Team members to develop deep understanding of complaints, supervise, and mentoring the team. Ensuring responses are sent by team members to customers (Letters & emails) are clear, concise with no error. Conducting training session for Grievance Team, Call center Team, sales team and Branch staff to retain customer. Handling all communication with IRDAI on behalf of Grievance redressal officer (GRO) of the company. Conducting root cause analysis of all complaints on monthly basis to find the process gaps and ensuring processes are compliant to regulatory guidelines. Directly Responsible for initiating and execution of process changes to improve the process to rule out the possibility of miss out or any error. Working closely with concerned function to fill the process gaps basis the analysis of monthly complaint data. Working closely with Risk team to fill the gap to prevent possible threat of any fraudulent activity. Conducting analysis on complaints data to identify reason if any specific category of complaint is increasing in comparison to previous months. Conducting random internal audit and ensuring process is compliant with regulatory guidelines. Ensuring internal control procedures are in place by examining records, reports, operating practices and documentation as per regulatory guidelines. Reviewing effectiveness and efficiency of internal control and implement corrective action. Presenting audit findings with root cause analysis to HOD to fill the process gaps. Analyzing all audit results and implementing all necessary actions to resolve all compliance issues. Preparing weekly CEO review of each complaint with detailed root cause analyses. Execution of system change request and ensuring it is successfully implemented to meet the department’s requirement. Interacting with regulator regarding updation / changes in the IGMS (Integrated Grievance Management System) from Company’s side. 04 October 2010 to 04 October 2011 American Express      Department: Corporate Card  Designation: Sr. Corporate analyst Completing all transactions agreed with the customer and adhering to timelines. Handling calls, written corporate enquiries, maintenance and Disputes in accurate manner. Maintaining good relationship with corporate by providing exceptional services to them. Meeting corporate on time to time to know their requirement, Working with other operations departments and customer groups to deliver quality service Responsible for ensuring good scores on external customer surveys. 12 November 2009 to 04th October 2010 WNS Global Services       Department: Card Services    Designation: Sr. Associate Reinstatement and replacement of Credit Cards Passing financial adjustments on Credit Card accounts. Handling disputed transactions complaints and forwarding them to the concerned department. Providing Temporary credits for the disputed transactions and making necessary financial adjustment to protect the card holder from unnecessary charges. 10 April 2006 to 10 Nov 2009 GE Money (GESBI)             Department: Chargeback Designation: Executive Worked as a dispute analyst, chargeback operations such as performing chargeback, fraud reporting, fee collection, fund disbursement. Laisioning with Legal/Compliance/Risk Management/VISA Audit for all issues where disciplinary action is to be taken against agent / Merchant. Review the interchange rejected transactions (charge back, retrievals and TC 40)) report daily basis and take appropriate measure to ensure that nil transactional losses are minimized. ______________________________PROJECT________________________________ I handled CRM project on behalf of Customer service Team and I was responsible for defining Goals properly in front of CRM Team to set up system as per customer service team’s requirement. Helping CRM Team to design efficient CRM system for team and ensuring there is no gaps and miss out. Creating scenario and testing them in system to ensure it is functioning smoothly and there is no gap. I also improvised the current system by adding new features in CRM to handle complaints, query smoothly, which automated the process. Ensuring Output in reports are factually correct and it is synced with information filled in system. Responsible for deployment of changes in CRM after it is launched to rule out the possibility of error in the system and ensuring it is working smoothly. ______________________ ACHIEVEMENTS_____________________________ I helped my department to reduce number of complaints for current organization, which helped company to improve its ranking industry wise. I detected multiple fraudulent activities in current organization, which helped company to save financial losses. I Identify process gaps every month and help other departments to fill the gaps basis the finding of complaint analysis. ______________________ EDUCATIONS _____________________ Graduated in Arts and Humanity from Delhi University in 2004 Senior Secondary Examination Passed in the 2001 from C.B.S.E. Secondary Examination Passed in 1999 from C.B.S.E. _________________ PROFESSIONAL QUALIFICATIONS _________________ Computer Knowledge: 6 Month’s Diploma in MS office package (Microsoft Word, Excel, Power point) from DOEAC Society. White belt certification on Six Sigma at GE Money Certification on excellence training at GE Money Certification on service excellence training at Ge money _______________________ LANGUAGES _______________________ English and Hindi. _______________________ SKILLS _______________________ Interpersonal Communication Excellent team management skills Effective problem solver ____________________ PRESONAL INFORMATION ___________________ Personal Details: Date of Birth: June 20, 1983 Marital status: Married Date                                (Jitender Kataria) Date: