Role Overview:

The AVP/DVP - Grievance & Complaints serves as an independent and impartial authority within the organization, responsible for overseeing escalated grievances and advising on systemic improvements. This role is pivotal in enhancing customer experience by identifying root causes of complaints and recommending strategic changes to processes, policies, and SOPs. The individual ensures fairness, transparency, and compliance with regulatory standards while fostering a customer-centric culture.

Key Responsibilities:

Grievance Redressal Review & Oversight:

- Review and resolve escalated complaints that remain unresolved through standard channels.

- Ensure impartiality, confidentiality, and adherence to internal and regulatory grievance redressal frameworks.

Advisory & Strategic Input:

- Process Improvement: Analyze complaint data to identify recurring issues and inefficiencies. Recommend process redesigns to improve responsiveness and reduce friction in customer interactions.

- SOP Enhancement: Collaborate with operations, customer service, and compliance teams to revise SOPs for complaint handling, escalation protocols, and customer engagement.

- Customer Experience Optimization: Use grievance insights to advise on improving customer journeys, service delivery models, and feedback mechanisms.

- Root Cause Analysis: Lead cross-functional reviews to address systemic issues and propose long-term corrective actions.

Regulatory Alignment: Ensure all advisory inputs and process changes are aligned with applicable regulatory frameworks such as:

- RBI (Reserve Bank of India) guidelines for financial institutions

- SEBI (Securities and Exchange Board of India) norms for capital markets

- IRDAI (Insurance Regulatory and Development Authority of India) standards for insurance companies

- Other relevant industry-specific regulations

Governance & Reporting:

- Prepare and present periodic reports to senior management and regulators on grievance trends, resolution metrics, and systemic improvements.

- Recommend policy updates based on evolving customer expectations and regulatory changes.

Training & Awareness:

- Conduct training programs for staff on empathetic complaint handling, regulatory compliance, and ethical practices.

- Promote a culture of transparency, accountability, and customer-centricity across the organization.

Qualifications & Skills:

- Master's degree in Law, Business Administration, Public Policy, or related field.

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

- Strong understanding of regulatory frameworks (e.g., RBI, SEBI, IRDAI depending on industry).

- Proven ability to influence strategic decisions and drive process improvements.

- Excellent analytical, communication, and stakeholder management skills.

- High ethical standards and ability to maintain independence and confidentiality.

Preferred Certifications:

- Compliance & Ethics Certification

- Lean Six Sigma / Process Improvement Certifications (preferred)