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 robust drafting capabilities.
- Proven experience in preparing regulatory responses, RCA reports, and management updates.
- Strong 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 (India)
🏢 Protium Finance
📍 India