- To handle end-to-end customer grievances and regulatory escalations under the Reserve Bank of Indias Ombudsman and grievance redressal framework, support the PNO in liaison with the Ombudsman/CEPD and ensure compliance with internal TATs, MIS and governance standards.

Key Responsibilities

Complaint handling & escalation

- Receive, acknowledge, investigate and close customer complaints raised via digital channels or Ombudsman route.

- Ensure internal TATs are met and escalate to PNO when cases approach external escalation (e.g., Ombudsman) or involve policy/regulatory risk.

- Maintain complaint logs/registers and track status of each complaint with root-cause, resolution and preventive actions.

Regulatory liaison & submissions

- Prepare and submit data/documents required by the Ombudsman, including case chronology, internal investigation findings and replies on behalf of the NBFC. (Under the RBI Integrated Ombudsman Scheme / NBFC Ombudsman Scheme)

- Coordinate with legal, compliance and operations teams for factual inputs, drafts of responses and implementation of Ombudsman awards or directions.

- Assist the PNO in furnishing periodic reports to RBI/CEPD and ensure details of NO are displayed as mandated. (NBFCs must display PNO/NO details at branches/website)

Root-cause analysis & preventive action

- Analyse complaint trends, identify systemic issues (product, process, vendor, collections) and drive improvement actions.

- Work with operations, technology, collections and audit to ensure corrective and preventive actions (CAPA) are implemented, and re-occurrence is tracked.

Governance, MIS & reporting

- Maintain dashboards for complaints (volume, category, TAT, award exposure), escalations, Ombudsman interactions, legal risk.

- Provide monthly/quarterly reports to the PNO / senior management / audit committee. Assist in internal audits or peer reviews of the grievance redressal system.

Training & stakeholder engagement

- Conduct awareness/trainings for branches, collections, partners on complaint handling, escalation processes and role of Ombudsman schemes.

- Engage with branch operations, digital support, products, collections and vendor teams to ensure awareness of customergrievance rights, regulatory escalations and internal processes.

Candidate Profile & Skill Set

- Experience: 3 - 8 years in NBFC/BFSI operations, customer grievance handling, regulatory or legal liaison.

Educational qualification:

- Graduate; Post-graduate in finance/management/law is a plus.

Core competencies:

- Good understanding of NBFC operations, lending, collections, service-quality norms.

- Familiarity with regulatory grievance frameworks e.g., FPC for NBFCs, Ombudsman scheme.

- Strong written communication and drafting skills: ability to prepare formal replies, executive summaries, regulatory submissions.

- Analytical mindset for root-cause analysis and MIS.

- Stakeholder management: ability to engage across operations, legal, compliance, product

teams and management.

Tools: Proficiency in Excel, PowerPoint, casemanagement/CRM tools.

Desirable:

- Prior experience in an NBFCs grievance or regulatory-escalation function.

- Exposure to documentation/submission to Ombudsman or regulatory bodies.

- Some legal/compliance exposure (drafting, interpreting T&Cs, product fair-practice code).

Performance Metrics / KPIs

- % of complaints closed within internal TAT.