Assistant Vice President/Deputy Vice President - Internal Ombudsman

Description:

Role Summary:

The Deputy Internal Ombudsman acts as an independent authority to review escalated customer grievances, ensure fair resolution, and provide strategic advisory inputs to improve processes, policies, and customer experience while ensuring regulatory compliance.

Key Responsibilities:

- Review and resolve escalated customer complaints with impartiality and confidentiality

- Analyze grievance trends and conduct root cause analysis

- Recommend process improvements, SOP enhancements, and customer experience initiatives

- Ensure alignment with regulatory frameworks (RBI / SEBI / IRDAI, as applicable)

- Present grievance and improvement reports to senior management and regulators

- Conduct training on complaint handling, compliance, and ethical practices

Qualifications & Experience:

- Masters degree in Law, MBA, Public Policy, or related field

- 12 - 15 years experience in grievance redressal, compliance, customer experience, or regulatory roles

- Strong knowledge of Indian financial sector regulations

- Excellent analytical, communication, and stakeholder management skills

- High ethical standards and independence

Preferred Certifications:

- Ombudsman / Compliance & Ethics Certification

- Lean Six Sigma / Process Improvement