Core Responsibilities

- Complaint Review: Examine all customer grievances regarding deficiencies in service that the bank has partially or wholly denied.
- Reasoned Decisions: Analyze records, seek necessary documents, and record an impartial, reasoned decision for each case.
- Policy Intervention: Identify systemic issues (e.g., product or geographic trends) and provide constructive feedback to senior management to improve bank procedures.
- Reporting: Furnish periodic reports to the bank's Board/Customer Service Committee and serve as a permanent invitee to those meetings.
- Jurisdiction Limitation: Deal only with escalated, unresolved complaints

Qualifications & Requirements

- Rank & Experience: Retired banking/financial veteran (typically equivalent to a General Manager) with a minimum of 10+ years of experience in banking, regulation, supervision, or consumer protection.
- Age Limit: Generally required to not be over the age of 65
- Skills: Solid analytical, decision-making, communication, and interpersonal skills to mediate and enforce fairness.

📌 Internal Ombudsman- Airtel Payments Bank (Gurugram)
🏢 Airtel Payments Bank
📍 Gurugram