Job Description

Essential

• Proven senior‑level judgment and decision accountability in grievance redressal, with the ability to independently validate the fairness, correctness, and defensibility of complaint resolutions and rejections
• Strong customer orientation combined with regulatory rigor, with ownership for ensuring complaint outcomes meet governance and regulatory expectations
• Demonstrated capability to perform independent, objective reviews of complaint decisions without reliance on upstream resolution teams
• High analytical depth to identify gaps in investigation quality, policy interpretation, reasoning, and documentation, and to drive corrective outcomes
• Excellent written communication skills, with accountability for drafting and issuing final complaint disposition responses that are clear, empathetic, balanced, and regulator‑safe
• Strong attention to detail and quality ownership, ensuring complaint outcomes are audit‑ready and defensible under IO and regulatory scrutiny
• Ability to operate effectively in a role with high governance visibility and impact, requiring maturity, discretion, and consistency in judgment

Preferable

• Experience in complaint governance, Internal Ombudsman support, regulatory grievance handling, service quality, audit, or compliance‑oriented roles
• Sound understanding of banking products, policies, and the end‑to‑end complaint lifecycle, including handling of rejected complaints
• Familiarity with complaint management systems, escalation workflows, and regulatory documentation standards
• Comfort engaging with senior stakeholders on complaint quality, governance, and decision integrity matters