Key Responsibilities:
Grievance Redressal Oversight:
- Lead the design, implementation, and continuous improvement of the company's grievance redressal policies and processes.
- Monitor and ensure prompt redressal of customer complaints across all channels (email, call centers, digital platforms, branches).
- Maintain dashboards and MIS for complaints, track TATs, and conduct RCA (Root Cause Analysis) for systemic issues.
Regulatory Compliance:
- Ensure adherence to RBI's Fair Practices Code and other grievance redressal guidelines.
- Liaise with the RBI Ombudsman and other regulatory bodies on grievance- related matters.
- Submit timely reports to the regulator as mandated (e.g., periodic grievance redressal reports).
Customer Advocacy:
- Serve as the escalation point for unresolved customer complaints.
- Represent customer interests in senior management meetings.
- Promote a customer- centric culture across the organization.
Audit & Reporting:
- Facilitate internal and external audits of the grievance redressal function.
- Present regular updates to the Board / Risk Management Committee on grievance trends, risks, and resolution performance.
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