Job DescriptionJob DescriptionPrimary Purposes:1. Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.2. Managing the Grievance Redressal framework of the NBFC and ensure they run efficiently and smoothly3. 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 workflow4. 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 AuditorsKey ResponsibilitiesEnsuring theNBFCis compliant with regulatory &internal; guidelines on overall scope of Services.Ensuring current regulations are implemented across servicesWork closely on escalated complaints from regulator to determine the efficacy of processes and controlsTranslate all new/updated Services related regulations into actionable itemsEnsure that all teams have implemented the guidelines in line with internal compliance standards based on regulatory requirementsEnsure the NBFC is compliant with all regulatory circulars covering Customer ServicesFacilitating and monitoring Banking Ombudsman actionable, Adhoc requirements - RBI, BO, NCHEnsuring Regulatory Reporting viz Annually, Half yearly and Quarterly reporting as per RBI /IRDA regulations RBS Tranche I, IA, III

📌 Lead - Grt (Thane)
🏢 Aditya Birla Group
📍 Thane