Key Responsibilities Review and investigate customer complaints received by the bank regarding banking products services and internal processes Ensure compliance with banking regulations and industry standards during investigations and resolutions Prepare detailed reports outlining the findings of investigations and resolutions ensuring all actions comply with regulatory guidelines and act of natural justice Coordinate with internal stakeholders on the recommendations of internal ombudsman and ensure implementation with consent of the stakeholders Ensure that the complaint resolution process is unbiased and maintains a high level of transparency Facilitate the resolution of conflicts between customers and bank through effective mediation Act as a neutral third party to help parties find amicable solutions without escalating issues further Escalate serious issues or patterns of systemic problems to senior management as required Regularly review internal policies and procedures to identify any gaps or areas of improvement based on recurring complaints or trends Recommend modifications to internal practices or processes to mitigate the risk of future complaints and enhance customer satisfaction Serve as a point of contact for customers facing unresolved issues with banking services ensuring that complaints are addressed fairly and efficiently Advocate for the customer s concerns within the bank ensuring that their complaints are given appropriate attention and action Proactively engage with different departments to address underlying systemic issues or recurring complaints Required Qualifications Education A Bachelor s degree in Business Administration Banking Finance or related fields Experience Minimum of 5 years of experience in compliance or customer relations role within the banking or financial services sector Prior experience in managing complaints dispute resolution or customer service particularly in the banking industry is highly desirable Skills and Competencies Strong knowledge of banking products services and regulatory requirements Expertise in dispute resolution including mediation and negotiation skills Excellent communication and interpersonal skills to manage sensitive issues Solid analytical skills to assess complaints and provide well-reasoned recommendations Knowledge of banking regulations e g RBI Banking Ombudsman consumer protection laws Proven ability to maintain impartiality and confidentiality in sensitive matters Strong organizational and report-writing skills Job Snapshot Updated Date 13-01-2025 Job ID Job 6178 Function CEO Office Location APBL Gurgaon Gurgaon Haryana India Experience 5 - 6 Years Employee Type Employee Hiring Type Lateral Hires .
