Job Description

To support the Principal Nodal Officer in managing grievance redressal governance, regulatory compliance, customer complaint resolution, and liaison with RBI Ombudsman offices through monitoring, reporting, process oversight and implementation of customer service standards.

• RBI Ombudsman & Regulatory Coordination:
• - Assist the PNO in handling cases escalated to the RBI Integrated Ombudsman.
• - Coordinate preparation and submission of responses, documents, and evidence required by RBI authorities.
• - Ensure compliance with RBI directions, circulars, and grievance management requirements.
• - Support representation of the organization before RBI Ombudsman and Appellate Authority, wherever required.
• Governance & Compliance:
• - Maintain oversight of grievance redressal processes across functions.
• - Drive escalated complaints for timely follow up and closure.
• - Ensure compliance with customer service, fair practices, and regulatory guidelines.
• - Conduct periodic reviews and audits of complaint handling processes.
• - Support preparation of governance reports for senior management, Board Committees, and regulators.
• Complaint Analytics & Process Improvement:
• - Analyze complaint data, trends, and root causes.
• - Develop action plans to reduce complaint volumes and recurrence.
• - Drive customer experience improvement initiatives.
• - Monitor effectiveness of corrective and preventive actions (CAPA).
• Reporting & MIS:
• Prepare periodic dashboards and reports on complaint performance.

Experience Range: 15 to 18 years

Qualifications: MBA / PGDM.

Certifications in Compliance, Risk Management, Customer Service, Six Sigma or Banking Operations preferred.