Job Overview:

A Grievance Manager, also known as a Grievance Resolution Manager or Employee Relations Manager,

plays a crucial role in managing workplace disputes, conflicts, and employee grievances within an

organization.

Key Responsibilities:

Client Communication:

 Serve as the primary point of contact for clients lodging grievances.

 Engage with clients in a professional and empathetic manner to understand their concerns and

diffuse tense situations.

 Communicate effectively to reassure clients, provide updates, and manage expectations throughout

the grievance resolution process.

Grievance Resolution:

 Document grievances accurately by raising tickets in the designated system, including all relevant

details provided by the client.

 Analyze the nature of each grievance and determine the appropriate course of action for resolution.

 Collaborate with relevant stakeholders, including studio managers and department heads, to develop

solutions and address client concerns promptly.

Ticket Management:

 Prioritize and manage a queue of grievance tickets based on urgency and severity.

 Ensure that tickets are assigned to the appropriate individuals or departments for resolution in a

timely manner.

 Monitor ticket progress and follow up with responsible parties to ensure that issues are being

addressed effectively and within defined timelines.

Client Satisfaction:

 Proactively work to resolve grievances to the satisfaction of clients, striving to exceed their

expectations wherever possible.

 Solicit feedback from clients following grievance resolution to gauge satisfaction levels and identify

areas for improvement.

 Implement corrective actions or process enhancements as necessary to prevent recurring grievances

and improve overall client experience.

Qualification:

 Bachelor's degree in Business Administration, Communication, or related field.

 Proven experience in customer service, client relations, or grievance management.

 Exceptional communication and interpersonal skills, with the ability to remain calm and composed

in challenging situations.

 Strong problem-solving abilities and the capacity to think creatively to find solutions to client

concerns.

 Excellent organizational skills and attention to detail, with the ability to manage multiple priorities

simultaneously.

 Proficiency in ticketing systems or customer relationship management (CRM) software is preferred.

 Empathy and patience, with a genuine desire to help clients and resolve their issues effectively