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.
Responsibilities
- Escalation & Grievance Redressal Management
- Regulatory Compliance & RBI Reporting
- Team Leadership & Stakeholder Management
- Process Excellence & System Improvement
Qualifications
Experience: 15+ years of total experience in Customer Service / Grievance Redressal within a Banking or Non-Banking Financial Company (NBFC) setup.
Required Skills
- Proven track record in handling RBI CMS, Ombudsman cases, CPGRAMS, and Nodal/GRO escalations.
- Deep understanding of RBI guidelines for NBFCs, Fair Practices Code (FPC), and Consumer Protection laws.
- Exceptional written and verbal communication skills with a strong ability to draft formal regulatory and legal responses.
- Robust team management skills with a proven track record of handling high-stress situations calmly and professionally.
- Strong data interpretation abilities to translate complaint trends into actionable process changes.
Preferred Skills -
Bachelor’s degree in any discipline (Mandatory). Post-graduate degree / MBA / Master’s in Law (LL.B / LL.M) is highly preferred.
Pay range and compensation package -
Compensation: 30 Lacs
📌 AVP– Customer Grievance (Mumbai)
🏢 Antal International
📍 Mumbai
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