Regulatory Complaint Management - Team Lead

Regulatory Complaint Management (Team Lead) - A leading NBFC company - Chennai

Job Summary:  A leading national NBFC company is keen to hire for the role of Regulatory Complaint Management – Team Lead. The role will lead regulatory grievance redressal, ensure timely resolution of customer complaints, and drive compliance with RBI guidelines. This position also oversees root cause analysis, reporting to regulators, and continuous improvement of complaint management processes. Ideal for senior BFSI professionals with strong product knowledge and stakeholder management skills.

About the company: A leading NBFC company, born from a multi-entity merger manages over ₹2.6 lakh crore in assets while serving rural and semi-urban customers. It employs a community-scale workforce nearing 80,000 and has gained repeated recognition as a top workplace in its sector.

Location: Chennai, Tamil Nadu

Designation: Chief Manager/Sr. Chief Manager (Team Lead)

Title: Regulatory Complaint Management - Team Lead

Department: Customer Experience

Roles and Responsibilities:

1. Grievance Redressal Management

• Complaint Handling:  Team Lead is primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction.

• Timely Resolution: Ensuring that complaints are addressed and resolved within the timelines prescribed.

• Escalation Point: Acting as the final point of contact for complaints that cannot be resolved at lower levels.

2. Compliance with RBI Guidelines

• Adherence to RBI Guidelines: Ensuring that the organization complies with the RBI's guidelines.

• Monitoring Compliance: Regularly reviewing internal procedures to ensure that they are in line with the RBI’s evolving rules and guidelines on complaint management.

3. Documentation and Reporting

• Maintaining Records:  Ensuring that all complaints, investigations, and resolutions are accurately documented and stored in line with legal and regulatory requirements.

• Reporting to RBI: Submitting reports on the status of complaint resolutions, including escalated cases, in compliance with RBI’s reporting requirements. This includes monthly, quarterly, and annual reports as needed.

• Data Analysis: Compiling and analyzing data to identify trends, recurring issues, or areas for improvement in customer service and complaint management.

4. Customer Communication

• Transparency in Communication: Keeping customers informed about the status of their complaints, providing regular updates, and ensuring clear communication regarding resolution steps.

• Empathetic Communication: Responding to customer complaints with empathy and understanding, particularly in cases of serious grievances or dissatisfaction.

• External Liaison: Acting as a liaison between the organization and regulatory bodies, including the RBI, ensuring all communication is professional, accurate, and complies with applicable standards.

5. Root Cause Analysis

• Investigating Complaints: Conducting a thorough investigation into customer complaints to identify the root cause of issues, whether they are procedural, operational, or caused by human error.

• Problem Resolution: Identifying systemic issues that might be causing recurrent complaints and working with relevant teams to implement corrective measures to prevent future issues.

• Continuous Improvement: Proactively recommending changes to policies, procedures, or systems based on lessons learned from customer complaints.

6. Training and Awareness

• Staff Training: Ensuring that all employees involved in complaint handling are properly trained and aware of the bank’s policies, the RBI's grievance redress mechanisms, and the importance of customer service.

• Raising Awareness: Promoting awareness of the bank’s grievance redressal mechanism to customers, ensuring they know how to file complaints and the process for resolution.

• Internal Awareness: Ensuring that all relevant departments understand the RBI’s customer protection norms and the importance of adhering to them.

Requirement: 

• 10+ years of Work Ex, preferably from the BFSI sector. - Team Leader

• Good understanding of Fixed Deposit / Loan products

• Must have good communication skills (verbal and written)

Working days: Mon-Fri (Alternate Saturdays working)

Contact Details: For more details on this vacancy, contact Ayush at hire@hiregenie.in. 

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