Principal Officer - Compliance/Risk - Bank

Principal Officer

- The Principal Officer will be heading the organization responsible for all the below activities pertaining to AODSPL's businesses (which includes third party merchants via LPA).

Customer Operations :

- Account Opening, Account Maintenance, Consolidation and Closure

- Transactions processing, Statements, Offer fulfillment

- Partner coordination, RoE and hands-off controls - UPI, Chargebacks etc

Merchant Operations :

- Merchant integration, account maintenance and settlements

- Commission structure set-up and statements

- Nodal and escrow account management

Compliance Operations :

- KYC / AML controls, Account Monitoring for suspicious transactions

- Fraud Controls and Consumer protection

- Periodic Compliance reporting

Risk Control :

- Implementation of Risk Control Framework, to identify, classify, report, control

- Operational Risk

- Revenue Risk

- Regulatory Risk

- Franchise Risk

Audit Management : Internal and External

- Business Continuity

Customer Service :

- Access channels - call centre, website, mobile app

- Customer education and increasing usage

- Customer grievance handling, root cause and preventive actions

Customer Service Council (internal) : Education and Grievance Redressal Forum for customers (external)

- The activities, among others, include policy design and communication, process documentation and implementation, managing exceptions and reconciliations.

The specific roles reporting into the Principal Officer will be :

- Customer Operations Head

- Merchant Operations Head

- Compliance Operations Manager

- Risk Control Manager

- Customer Experience Head

- Program and Policy Manager

The Principal Officer and his team are expected to work closely with all the teams in AODSPL, especially in the following areas (not limited to) :

- Defining and managing changes to the Pay Select Page

- Engagement with third parties for transaction enablement

- Revenue growth through improvement in customer experience

- Risk controls - communication, implementation, reporting and mitigation

- Process enhancements for payment bank license

- Creating and disseminating training content

- Coordination common themes like InfoSec, Vendor Management, Business Continuity, Records Management

- Access channel design, especially contributing to the PSR+ for mobile app

- Leveraging assets like call centres and categories

- Defining Rules of Engagement (RoEs), SLAs, Agreements and TATs

- Cash management and other processes as an when Payment Bank happens

- Within 12 months of launch of business, we expect this organization under the Principal Officer to be a 100+ member team. By being frugal, we should restrict this to a 30-40 member team at the maximum, by driving simplification and automation.

- The Principal Officer is the single contact with Reserve Bank of India, to continuously showcase the business adherence to Compliance, ensuring the necessary reporting directly through the Nodal Officer, and externally through independent auditors.

- The regulatory role for interfacing with the RBI for influencing policy and seeking policy clarifications, does not fall within the ambit of this role. However, the Principal Officer works closely with the CEO and Nodal Officer, as partner in execution of the regulatory guidance to ensure adherence to Compliance.

- This crucial role maps as a Program Management (L8) Job Family with a 75% focus on Operations (Account Lifecycle - Processes, Fraud and Risk Management, Customer Service Operations) and 25% focus on Compliance Operations (to ensure adherence to Compliance).

- The Principal Officer is directly accountable to the Board for Internal Audit and Risk Reporting (parallel to the CEO).