Nodal Officer - FinTech Firm

Nodal Officer for a leading Fintech Company

Qualifications and Experience :

- 7-14 years of related experience including handling of law enforcement matters or similar investigative experience with law enforcement or security agencies, including experience related to cybercrime and online investigations

- Familiarity with the Indian legal system and protocols, including laws and procedures about legal requests related to online platforms

- Understanding of all the Fintech/Nbfc products and evaluation wrt to regulatory compliance.

- Experience of managing user complaints and grievances redressal programs

- Ability and willingness to work off hours, including weekends and holidays, to support emergency matters

- Experience in reviewing, processing, and tracking legal documents (e.g., civil and criminal subpoenas, court orders, and search warrants)

- Experience working on a fast-paced team while exercising strong critical thinking skills, good judgment, agile prioritization, and steady presence of mind in a rapidly changing environment

- Prior experience of setting up of Compliance Function for a fintech/nbfc will be preferred.

Role and Responsibilities :

- Good handle of various upcoming products/trends and industry practices in the fintech/nbfc space.

- Single point of contact for all regulators

- Liaison with regulators (RBI/NPCI) for various licenses held by the Company.

- Making strategy for all new licenses that may applied by the Company and liaison with the regulator for procuring the licenses as well.

- Managing RBI reporting for PPI and BBPS license and for any future licenses taken by the Company.

- Managing RBI audits and coordinating with various teams for the same.

- Framing AML/KYC /Vendor risk Policies in accordance with the latest guidelines.

- Work with different stake holders to stitch together Company representation and/or views on various working group reports and draft guidelines impacting the Company's various businesses.

- Set up and manage fraud systems and algorithms in payments space.

- Supervise & monitor the handling of Customer Grievances in the Organization through various dedicated teams both in quantitative and qualitative aspects.

- Overseeing 24/7 coordination with law enforcement agencies while working with internal teams to respond to legal requests/requisitions.

- Maintaining high standards of judgement while handling numerous time-sensitive escalations with competing priorities.

- End to End ownership of compliance/nodal complaints received which includes

- Acknowledging, redressal and disposing of user complaints within legally stipulated time-lines.

- Coordinate with cross functional teams to ensure timely processing of user complaints in accordance with Company's internal policies and applicable law.

- Provide day to day support on decision making in complaints which are complicated in nature.

- Update Management on the progress of Customer Complaints and Customer Service through daily/weekly and monthly reports/dashboard

- Work and coordinate with relevant team for process improvement action wherever service quality / skill gaps have been noticed through Process Transformation on an ongoing basis.

- Ensure timely and effective compliance of RBI instructions on customer/merchant complaint handling in tune with the spirit and intent of such instructions.

- Work on feedback of Internal Ombudsman towards improving complaint handling and customer service in the Organization.

- Improving brand image on complaints and grievance handling mechanism and process reengineering through Root Cause Analysis