About Credit Saison: Established in 2019, Credit Saison India (CS India) is one of the countrys fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting Indias huge gap for credit, especially with underserved and under penetrated segments of the population.nnCredit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more.nnCredit SaisonnnIndia is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of Su0026P; Global) and CARE Ratings.nnCurrently, Credit Saison India has a branch network of 80+ physical offices, 2.06 million active loans, an AUM of over US$2B and an employee base of about approx ~2000 employees.nnCredit SaisonnnIndia is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.nnSaison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japans largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore,



Saison Internationals global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.nnJob Title: AVP Customer Grievance u0026 Escalation Management Position Overview: We are seeking a seasoned leader with 15+ years of experience in the Financial Services/NBFC sector to head our Customer Grievance Redressal function. The candidate will be responsible for overseeing, managing, and resolving critical customer complaints coming from high-priority escalation channels, ensuring strict adherence to regulatory guidelines (RBI, CPGRAMS) and internal SLA benchmarks.nnKey Responsibilities: 1. Escalation u0026 Grievance Redressal Management End-to-End Handling: Direct and manage high-severity, critical, and escalated customer complaints originating from:nnRegulatory u0026 Govt.nnPortals: RBI (CMS/Integrated Ombudsman Scheme), CPGRAMS, Ministry of Corporate Affairs (MCA), National Consumer Helpline (NCH), etc.nnInternal Channels: Grievance Redressal Officer (GRO) desk, Principal Nodal Office line, Board/Executive escalations.nnExternal Platforms: Consumer Courts, Legal notices, Social Media escalations, and Media queries.nn- Root Cause Analysis (RCA): Conduct deep-dive RCAs for recurring complaints, identify process or policy gaps, and collaborate with cross-functional teams (Tech, Operations, Collections, Product) to implement preventive measures.



2.nnRegulatorynnCompliance u0026 RBI ReportingnnEnsure strict adherence to the RBIs Integrated Ombudsman Scheme and internal Grievance Redressal Policy.nnDraft and review high-quality, legally compliant responses for RBI CMS portal, Consumer Courts, and regulatory authorities.nnPrepare and submit periodic grievance reports, dashboards, and returns to the Board, Risk Committee, and Regulatory bodies within stipulated timelines.nn- Team Leadership u0026 Stakeholder ManagementnnLead, mentor, and build a high-performing team of grievance handling managers and specialists.nnAct as the primary bridge between the NBFC, internal legal team, external legal counsels, and regulatory nodal offices.nnWork closely with Operations, Product, IT, and Risk teams to streamline customer journeys and reduce grievance influx.nn4.nnProcessnnExcellence u0026 System ImprovementnnPeriodically review and update the companys Grievance Redressal Policy in line with evolving regulatory directives.nnEnhance tracking systems/CRM workflows to ensure seamless routing, assignment, tracking, and closure of complaints within defined SLAs.nnCandidate Profile u0026 RequirementsnnExperience: 15+ years of total experience in Customer Service / Grievance Redressal within a Banking or Non-Banking Financial Company (NBFC) setup.nnCore Expertise: Proven track record in handling RBI CMS, Ombudsman cases, CPGRAMS, and Nodal/GRO escalations.nnRegulatory Knowledge: Deep understanding of RBI guidelines for NBFCs, Fair Practices Code (FPC), and Consumer Protection laws.nnCommunication Skills: Exceptional written and verbal communication skills with a robust ability to draft formal regulatory and legal responses.nnLeadership: Robust team management skills with

📌 AVP - Customer Experience (Mumbai)
🏢 Credit Saison India
📍 Mumbai