Functional Reporting To:
Customer Service Committee of the Board
A) Position Purpose
Internal Ombudsman is an independent, apex level authority on customer grievance redress within the Bank responsible for examining all the customer grievances as specified in the Internal Ombudsman Scheme prescribed by RBI (from time to time), which are either partly resolved or wholly rejected by the bank’s internal grievance redressal mechanism.
*Primary Purposes:*
- Examine all customer grievances resolved partially or wholly rejected by the bank with a view of an independent evaluation, adjudge the same basis the facts of the case and conclude if equitable & fair.
- Analyse the pattern/trend of complaints like product wise, category wise, Customer Segment, Geographies and other such relevant cuts etc.
and suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the bank.
- Furnish periodical reports as required to the Customer Service Committee of the Board
- Assist in training of the frontline staff in collaboration with the Learning & development team on the learnings from the complaints handled. The IO may also be involved for such trainings.
- Maintain records of complaints managed by the office of Internal Ombudsman and conduct an incisive analysis every month and publish the same to the Executive Director – and Head Customer Service or any other MANCOM member as advised by the ED from time to time
- Hold meetings with concerned functionaries / departments of the bank with high complaint numbers to examine the reasons suggest means for taking actions to address the rise in numbers.
B) KEY Position Responsibilities
Key Responsibilities
1- Review all customer grievances including co
📌 Internal Ombusdsman (Mumbai)
🏢 RBL Bank
📍 Mumbai
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