Role & responsibilities :

Only Candidate with relevant experience in NBFC , Bank and Insurance companies to apply

1. Customer Grievance Redressal Framework

- Design, implement, and periodically review the company's grievance redressal policy and procedures.
- Ensure availability of multiple complaint registration channels including, Branches , Customer care centre , Email , Website , Mobile applications , Social media platforms , And any other channel as appropriate
- Develop service standards and turnaround times (TATs) for grievance resolution.
- Ensure complaints are resolved fairly, objectively, and within prescribed timelines.

2. Regulatory Compliance

- Ensure compliance with: NHB Directions , Fair Practices Code , Customer Service Guidelines , Consumer Protection Act

• Monitor changes in regulatory requirements and update policies accordingly.

- Act as the designated nodal officer for regulatory complaint management.
- Coordinate responses to regulators, supervisory inspections, and audits.

3.



Complaint Resolution Oversight

- Supervise end-to-end grievance management processes.
- Review escalated, high-risk, complex, or sensitive complaints.

• Ensure root causes are identified and corrective actions implemented.

4. Regulatory Complaint Management

- Serve as the primary liaison with: NHB , Consumer forums , Regulatory authorities
- Ensure timely submission of responses and supporting documentation.
- Regularly track awards and regulatory observations from time to time • Implement corrective and preventive measures arising from decisions provided by regulators

Preferred candidate profile :

• Minimum 3 years in a mid to senior leadership role handling:

o Customer service

o Complaint management

o Regulatory compliance

o Ombudsman matters

o Customer experience

• Exp interacting with: RBI ,NHB, Consumer forums ,Regulatory bodies

📌 Grievance Redressal Officer (Mumbai)
🏢 Niwas Housing Finance
📍 Mumbai