Key Responsibilities:
- Ensure Regulatory Compliance: Supervise adherence to RBI's Fair Practices Code (FPC), coordinate with regulatory bodies, and work closely with the Internal Ombudsman Office.
- Escalation Management: Work closely with the Complaint Resolution Unit, Social Media Escalation Management, Regulatory Escalations, and Pan-India Notice Management.
- Drive Customer-Centric Processes: Identify systemic gaps, recommend corrective actions, and implement improvements to deliver best-in-class customer experience and long-term organizational benefit.
- Strengthen Co-Lending Oversight: Supervise customer escalations in the Co-Lending Portfolio, coordinating with PNO/GRO and senior management of partner institutions.
- Cross-Functional Supervision: Provide oversight across operations, collections, insurance, sales, and other critical departments, ensuring process gaps are addressed and corrective steps implemented.
- Champion Stakeholder Engagement: Act as the senior-most escalation authority, liaising with regulators, customers, and internal leadership to safeguard trust and compliance.
Required Skills & Experience:
- Graduate/Postgraduate in Law, Finance, Business Administration, or related fields.
- 15+ years in NBFCs, banks, or financial services with a proven track record in grievance redressal, regulatory compliance, risk management, and stakeholder engagement.
- Strong knowledge of RBI regulations, NBFC operations, and co-lending frameworks.
- Expertise in escalation handling, litigation management, and reputational risk mitigation.
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