01Overview
Role & responsibilities:
- Responsible for leading and strengthening the MMLs Client Grievance Redressal function by establishing a robust governance framework that ensures fair, transparent and timely resolution of customer complaints in line with RBI regulations, RBI Integrated Ombudsman Scheme, MFIN Code of Conduct, Sa-Dhan Code of Conduct and internal policies.
- To lead the client grievance management team, oversee complaint operations across MML, interact with RBI officials, Internal Ombudsman, MFIN and Sa-Dhan, represent MML during RBI inspections, present grievance reports before the Board and Board Committees and drive continuous improvement in customer experience and regulatory compliance.
- Client Grievance & Complaint Management
- RBI Customer Complaint Management (CMS Portal)
- Internal Ombudsman Management
- RBI Inspection & Regulatory Coordination
- Process Excellence & Customer Experience
Preferred candidate profile:
- Experience in implementing and managing AI-enabled customer grievance management solutions, CRM platforms, workflow automation or digital transformation initiatives within Banking, NBFC or Financial Services.
- Exposure to Generative AI, Machine Learning-based analytics or customer sentiment analysis.
- 8-14 years of experience in Banking, NBFC or Microfinance.
- Minimum 5-7 years in a leadership role managing Client Grievance, Customer Service or Regulatory Compliance. .
