Team Lead-RCA-Customer Experience

Job Requirements

About the Role

As a Team Lead – RCA (Customer Experience) within the Customer Service Delivery function, you will be responsible for reviewing and guiding the root cause analysis (RCA) process for customer complaints and escalations. Your role is critical in identifying underlying issues across people, processes, and technology, and ensuring corrective actions are implemented effectively. You will lead a team of analysts, provide strategic insights, and collaborate with cross-functional teams to reduce escalations and improve service delivery.

Key Responsibilities

Primary Responsibilities

• Plan and review RCA objectives, strategies, and findings to ensure meaningful insights and corrective actions.
• Oversee RCA activities performed by the team, providing feedback, coaching, and knowledge sharing.
• Ensure RCA reports are completed efficiently and effectively, meeting timelines and quality standards.
• Identify risks, weaknesses, and issues across customer lifecycle and service channels, and recommend actionable solutions.
• Provide ongoing updates and assurance to the RCA Lead regarding findings and resolution status.
• Monitor team progress and adjust plans as needed to meet RCA goals.
  
  

• Collaborate with product and process teams to stay informed about changes in policies, products, and operations.
• Follow up on pending RCA issues with respective stakeholders to ensure full implementation of corrective actions.
• Review RCA business reports and suggest improvements to reduce future escalations.
  
  

• Graduation: Any discipline
• Post-graduation: MBA/PGDM preferred
• Professional Qualification: Chartered Accountant (CA) preferred
  
  

• 5 to 10 years of relevant experience in customer service, operations, or risk analysis.
  
  

• Strong analytical and problem-solving skills.
• Deep understanding of banking operations, products, and customer lifecycle.
• Excellent leadership and team management capabilities.
• Ability to collaborate across departments and influence outcomes.
• Effective communication and reporting skills.
• Strategic mindset with attention to operational detail.