JD : Key Responsibilities ( Assistant Manager / Deputy Manager )

- Manage and resolve complaints received through

RBI CMS, CPGRAMS, Senior Management, and customer grievance channels

.

- Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission.

- Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs.

- Conduct detailed investigations, identify root causes, and prepare comprehensive

Root Cause Analysis reports.

- Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints.

- Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions.

- Ensure compliance with

RBI Master Directions, Fair Practices Code, and grievance redressal guidelines

.

- Maintain proper documentation and records for audits, inspections, and regulatory reviews.

- Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.

Preferred Skills & Competencies

- Strong knowledge of

CMS, CPGRAMS, RBI Master Directions,



Fair Practices Code, and grievance redressal frameworks

.

- Excellent written and verbal communication skills with strong drafting capabilities.

- Proven experience in preparing regulatory responses, RCA reports, and management updates.

- Robust stakeholder management and cross-functional coordination skills.

- Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously.

- Sound analytical, problem-solving, and decision-making skills with keen attention to detail.

- Proficiency in

MS Excel, PowerPoint, and MIS reporting

.

Preferred Industry Experience

- Prior experience in an

NBFC

, preferably in the

Retail Assets segment, will be an added advantage.

Candidate Profile

- Highly accountable, proactive, and responsive individual.

- Strong ownership mindset with the ability to work independently in a critical role.

- Looking for a candidate who is committed to building a long-term career and growing within the organization.

📌 Customer Service Manager (Mumbai)
🏢 Protium Finance
📍 Mumbai