Assistant Vice President/Vice President - Legal Escalation Desk - LLB/LLM

Key Responsibilities:

1. Escalation Management with Regulatory bodies

- Ensure clear understanding of the regulations and policies involved

- Maintain detailed records of all communications and actions taken

- Develop a standard operating procedure (SOP) for handling such escalations

2. Replying to governmental and regulatory authorities within a defined TAT:

- Prioritize & ensure timely resolution of escalations while mitigating legal and reputational risks

- Use templates for common issues to speed up the process

- Regularly review and update these templates to ensure compliance and accuracy

3. Managing complicated customer escalations, including those to the senior management

- Handle such escalations with utmost care and professionalism

- Provide clear, concise, and factual information in responses

4. Coordination with internal business stakeholders

- Establish regular communication channels with key stakeholders

- Use project management tools to track and manage escalations

- Schedule regular meetings to discuss ongoing issues and resolutions

5. Reviewing processes leading to escalations

- Conduct root cause analysis to identify the underlying issues

- Propose and implement process improvements to prevent future escalations

- MIS management which will help analyze and improve processes leading to such escalations

- Keep the management and relevant teams informed of these changes

Expertise required/ Domain Knowledge: Bachelor's degree in law (LLM / LLB) or equivalent