Principal Nodal Officer - NBFC

Responsibilities:

- Leading a team of 40 members located across India and managing the gamut of entire Complaints and Grievance Redressal Mechanism including Regulatory Escalations including Social Media, Digital & nlne compalinsts and escalations.

- Drive of RBI compliance, escalation management, Internal Senior managemnet escalations.

- Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.

- Managing the Grievance Redressal framework of the NBFC and ensure they run efficiently and smoothly.

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

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

- Review all Level 2 and above complaints for adequacy before representation to the Internal Ombudsman.

- Ensure timely and effective compliance of RBI instructions on customer 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 Bank.

Other Basic Responsibilities:

- Coordination and Communication

- Process Management

- Compliance and Reporting

- Data Management and Reporting

- Problem Solving and Escalation