WE ARE HIRING | Lead – Wholesale Banking Escalations & Regulatory Grievance Management With India's Leading Bank
Location: Mumbai
Work Mode: Work From Office
Working Days: 5 Days
Experience: 7+ Years
Industry: Banking / Financial Services
Description of the Job:
We are looking for a seasoned expert to oversee the Wholesale Banking Escalation Desk. This person will be in charge of handling complicated customer complaints, regulatory complaints, and statutory notices while guaranteeing both regulatory compliance and an excellent customer experience.
Key Responsibilities:
* Oversee the handling of complicated client complaints and service escalations while leading and managing the Wholesale Banking Escalation Desk and Statutory Notices.
* Assure prompt and effective grievance resolution in accordance with CPGRAM guidelines, RBI rules, and internal policies.
* Before closing a case, validate corrective measures and perform a thorough root cause investigation of complaints.
* Use NPS improvement programs, complaint trend monitoring,



and feedback analysis to propel customer happiness and service excellence projects.
* To deliver sustainable process improvements, identify recurrent customer issues and work with the business, operations, product, and support teams.
* To guaranty timely complaint response, collaborate with cross-functional stakeholders such as the Operations, Business Banking, Legal, Compliance, Product, and Technology teams.
* Keep an eye on escalation patterns and create management reviews, dashboards, MIS reports, and service quality metrics for senior leadership.
* Handle statutory and regulatory notices from authorities, including as information requests, lien/debit freeze orders, revocation notices, and payment notices.
* Manage the examination and handling of law enforcement requests and notices pertaining to cybercrime, making sure that legal and regulatory deadlines are followed.
* Promote measures for governance, risk reduction, and continuous impr

📌 Lead - Wholesale Banking Escalations Manager (India)
🏢 The Premier Consultants ( Recruitment Company )
📍 India