Role & responsibilities

- Lead and manage the Wholesale Banking Escalation Desk, ensuring timely resolution of complex customer complaints and service escalations.

- Handle regulatory complaints, statutory notices, and customer grievances in compliance with RBI guidelines, CPGRAM requirements, and internal policies.

- Conduct root cause analysis of complaints and implement corrective and preventive actions to avoid recurrence.

- Drive customer experience improvement initiatives through complaint trend analysis, customer feedback monitoring, and NPS enhancement programs.

- Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams to ensure effective and timely issue resolution.

- Monitor and manage statutory, regulatory, and cybercrime-related notices, ensuring adherence to legal and regulatory timelines.

- Prepare MIS reports, dashboards, escalation analytics, and management reviews to provide insights on service quality and complaint trends.





- Strengthen governance, risk management, and process improvement frameworks to enhance operational efficiency, regulatory compliance, and customer satisfaction.

Preferred candidate profile

- 8-12 years in Banking Operations, Escalation Management, or Wholesale Banking.

- Experience in customer grievance redressal and regulatory complaint handling.

- Knowledge of RBI regulations, Ombudsman cases, and statutory notices.

- Exposure to cyber fraud, account freeze/de-freeze cases, and law enforcement requests preferred.

Key Skills

- Wholesale Banking

- Escalation Management

- Customer Grievances

- Regulatory Compliance

- Statutory Notices

- Root Cause Analysis

- Stakeholder Management

- MIS & Reporting

- Risk Management

- Customer Experience (CX)

📌 Wholesale Banking Escalations & Regulatory Grievance Management (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai