Purpose: This study examines the influence of strategic human resource (HR) practices on customer grievance redressal effectiveness in Indian banks, focusing on insights drawn from Banking Ombudsman trends.
Objectives
To identify key HR practices linked to complaint resolution effectiveness in Indian banks.
To analyze trends in Banking Ombudsman data in light of HR strategies.
To assess whether banks with strategic HR practices exhibit lower escalation rates and faster resolution timelines.
To recommend HR policy interventions for improving grievance redressal outcomes.
Method: This paper proposes novel framework SHR-GRIB: Strategic Human Resource Practices and Customer Grievance Redressal in Indian Banks: A Study of Ombudsman Trends. The research employs a mixed-method approach, combining quantitative analysis of Banking Ombudsman reports with qualitative evaluation of HR strategies implemented across Indian banks.
Findings: The study highlights a strong correlation between strategic HR practices and enhanced grievance redressal performance, including reduced escalation rates and improved resolution timelines.
Practical Implications: Policy recommendations are provided to strengthen HR interventions and align grievance management practices with regulatory standards and customer expectations..
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