Job Title: AVP Customer Grievance & Escalation Management

Position Overview:

We are seeking a seasoned leader with 15+ years of experience in the Financial Services/NBFC sector to head our Customer Grievance Redressal function. The candidate will be responsible for overseeing, managing, and resolving critical customer complaints coming from high-priority escalation channels, ensuring strict adherence to regulatory guidelines (RBI, CPGRAMS) and internal SLA benchmarks.

Key Responsibilities:

1. Escalation & Grievance Redressal Management
- End-to-End Handling: Direct and manage high-severity, critical, and escalated customer complaints originating from:

Regulatory & Govt. Portals: RBI (CMS/Integrated Ombudsman Scheme), CPGRAMS, Ministry of Corporate Affairs (MCA), National Consumer Helpline (NCH), etc.
Internal Channels: Grievance Redressal Officer (GRO) desk, Principal Nodal Office line, Board/Executive escalations.
External Platforms: Consumer Courts, Legal notices, Social Media escalations, and Media queries.
- Root Cause Analysis (RCA):



Conduct deep-dive RCAs for recurring complaints, identify process or policy gaps, and collaborate with cross-functional teams (Tech, Operations, Collections, Product) to implement preventive measures.

2. Regulatory Compliance & RBI Reporting
- Ensure strict adherence to the RBIs Integrated Ombudsman Scheme and internal Grievance Redressal Policy.
- Draft and review high-quality, legally compliant responses for RBI CMS portal, Consumer Courts, and regulatory authorities.
- Prepare and submit periodic grievance reports, dashboards, and returns to the Board, Risk Committee, and Regulatory bodies within stipulated timelines.

3. Team Leadership & Stakeholder Management
- Lead, mentor, and build a high-performing team of grievance handling managers and specialists.
- Act as the primary bridge between the NBFC, internal legal team, external legal counsels, and regulatory nodal offices.
- Work closely with Operations, Product, IT, a

📌 Assistant Vice President (Thane)
🏢 Credit Saison India
📍 Thane