•End-to-End Complaint Management: Lead the complete lifecycle of regulatory and escalated customer complaints—from intake and deep-dive investigation to response drafting and resolution closure.
•Multi-Channel Oversight: Handle grievances coming through RBI / regulatory channels (RBI CMS, CEPC), CPGRAMS, PMO escalations, Principal Nodal Officer (PNO) channels, and internal leadership escalations.
•Investigation & Audit Trail Review: Perform thorough investigations by reviewing customer journeys, transaction logs, call recordings, communication history, internal policies, and relevant supporting records.
•Response Drafting: Draft clear, precise, accurate, and fact-based responses to customers, internal leadership, and regulatory/government authorities.
•Cross-Functional Collaboration: Partner with Customer Support, Operations, Product, Engineering, Finance, Collections, and Legal teams to drive quick investigation and resolution.
•TAT & Regulatory Adherence: Ensure strict adherence to applicable regulatory turnaround times (such as RBI Integrated Ombudsman Scheme timelines) and internal SLAs; proactively track ageing cases to prevent TAT breaches.
•Root Cause Analysis (RCA): Conduct structured RCA for significant, high-severity, or recurring complaints to identify operational, procedural, or technology control gaps.
•Preventive Governance: Track corrective action plans arising from complaints and collaborate with relevant teams to implement process fixes and prevent recurrence.
•MIS & Audit Preparedness: Maintain accurate complaint logs, regulatory reporting registers, and complete documentation trails for supervisory reviews and audits.
•Risk Intelligence & Trends: Analyze complaint trends and highlight emerging customer, conduct, and regulatory risks to management.
•Regulatory Support: Support regulatory reviews, audits, and periodic reporting requirements related to grievance redressal.
What We’re Looking For
•Experience: 2–5 years of relevant experience in Compliance, Regulatory Complaints, Grievance Redressal, Customer Escalations, or Financial Services Operations.
•Domain Exposure: Experience within a Bank, NBFC, FinTech, NBFC-P2P, or other RBI-regulated entity is preferred.
•Regulatory Familiarity: Exposure to handling regulatory complaints, CPGRAMS, PNO/Nodal Officer escalations, and a solid understanding of RBI's customer grievance and consumer-protection frameworks.
•Drafting Excellence: Strong written communication skills with the ability to articulate factual, structured, and compliant response notes.
•Analytical Mindset: Strong analytical, investigation, and problem-solving abilities with high attention to detail.
•Case Execution: Ability to manage multiple high-priority cases simultaneously within strict, defined timelines.
•Stakeholder Management: Strong interpersonal skills for effective cross-functional coordination and stakeholder alignment.
