Job Description

JD : Key Responsibilities ( Assistant Manager / Deputy Manager )

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- Manage and resolve complaints received through RBI CMS, CPGRAMS, Senior Management, and customer grievance channels.
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- Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission.
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- Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs.
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- Conduct detailed investigations, identify root causes, and prepare comprehensive Root Cause Analysis reports.
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- Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints.
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- Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions.
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- Ensure compliance with RBI Master Directions, Fair Practices Code, and grievance redressal guidelines.
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- Maintain proper documentation and records for audits, inspections, and regulatory reviews.
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- Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.
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Preferred Skills & Competencies

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- Strong knowledge of CMS, CPGRAMS, RBI Master Directions,



Fair Practices Code, and grievance redressal frameworks.
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- Excellent written and verbal communication skills with strong drafting capabilities.
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- Proven experience in preparing regulatory responses, RCA reports, and management updates.
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- Strong stakeholder management and cross-functional coordination skills.
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- Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously.
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- Sound analytical, problem-solving, and decision-making skills with keen attention to detail.
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- Proficiency in MS Excel, PowerPoint, and MIS reporting.
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Preferred Industry Experience

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- Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage.
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Candidate Profile

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- Highly accountable, proactive, and responsive individual.
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- Robust ownership mindset with the ability to work independently in a critical role.
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- Looking for a candidate who is committed to building a long-term career and growing within the organization.
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📌 Customer Service Manager (Mumbai)
🏢 Protium Finance
📍 Mumbai