Advisor - Internal Ombudsman - Banking

- 20 + years of experience in customer query resolutions and/or any senior advisory roles in a similar space.

- Retired or serving officer, in the rank equivalent to a General Manager of a PSU bank.

- Rich experience in managing RBI.

- Must have the ability to look beyond the traditional approach to resolve customer queries/complaints.

- Good experience handling conflict resolution across the customer life cycle.

- Review the complaints that have been rejected fully or partly by regulated entity in order to approve the final resolution.

- Identify any inherent deficiency in service towards resolution of the cases.

- Analyze the pattern of complaints such as product / category wise, consumer group wise, geographical location wise and provide recommendations to improve the service resolution to regulated entity and RBIO

- Suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the regulated entity.

- Hold meetings with the concerned functionaries of the regulated entity and seek any record / document available with the regulated entity that are necessary for examining the complaint and reviewing the decision.

- Should work for 5 days a week and be flexible to extend working hours incase of need to resolve the cases to comply with the Turnaround time (TAT)

- Represent the regulated entity in forums involving fellow Internal Ombudsman and the regulator.