01Overview
Role & responsibilities :
Only Candidate with relevant experience in NBFC , Bank and Insurance companies to apply
Customer Grievance Redressal Framework
Design, implement, and periodically review the company's grievance redressal policy and procedures.
Ensure availability of multiple complaint registration channels including, Branches , Customer care centre , Email , Website , Mobile applications , Social media platforms , And any other channel as appropriate
Develop service standards and turnaround times (TATs) for grievance resolution.
Ensure complaints are resolved fairly, objectively, and within prescribed timelines.
Regulatory Compliance
Ensure compliance with: NHB Directions , Fair Practices Code , Customer Service Guidelines , Consumer Protection Act
Monitor changes in regulatory requirements and update policies accordingly.
Act as the designated nodal officer for regulatory complaint management.
Coordinate responses to regulators, supervisory inspections, and audits.
Complaint Resolution Oversight
Supervise end-to-end grievance management processes.
Review escalated, high-risk, complex, or sensitive complaints.
Ensure root causes are identified and corrective actions implemented.
Regulatory Complaint Management
Serve as the primary liaison with: NHB , Consumer forums , Regulatory authorities
Ensure timely submission of responses and supporting documentation.
Regularly track awards and regulatory observations from time to time Implement corrective and preventive measures arising from decisions provided by regulators
Preferred candidate profile :
Minimum 3 years in a mid to senior leadership role handling:
o Customer service o Complaint management o Regulatory compliance o Ombudsman matters o Customer experience
Exp interacting with: RBI ,NHB, Consumer forums ,Regulatory bodies .
