- Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.
- Managing the Grievance Redressal framework of the NBFC and ensure they run efficiently and smoothly
- To provide interpretation of Regulatory guidelines around the themes of Consumer Protection, Grievance Redressal, Fair Business Practices, Customer Service and other circulars having a bearing on complaints in to implementation of BAU workflow
- Lead a team of Team Leads who in turn will lead Complaints management specialists and providing them with tactical leadership to effectively manage key metrics including but not limited to TAT, Quality of resolution, First Pass through (FPT) and containment to complaint to the next level& direction to Audit & compliance; drive the framework of governance within the vertical & being the face to Regulatory stakeholders.
Ensure that the GRT Unit is compliant with all Regulatory requirements, emanating from the regulator,
Internal & external Auditors
Key Responsibilities
Ensuring the NBFC is compliant with regulatory &internal; guidelines on overall scope of Services.
Ensuring new regulations are implemented across services
Work closely on escalated complaints from regulator to determine the efficacy of processes and controls
Translate all recent/updated Services related regulations into actionable items
Ensure that all teams have implemented the guidelines in line with internal compliance standards based on regulatory requirements
Ensure the NBFC is compliant with all regulatory circulars covering Customer Services