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



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nPreferred Skills &Competencies;
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Solid knowledge of CMS, CPGRAMS, RBI Master Directions, Fair Practices Code, and grievance redressal frameworks. N
Excellent written and verbal communication skills with solid drafting capabilities. N
Proven experience in preparing regulatory responses, RCA reports, and management updates. N
Robust stakeholder management and cross-functional coordination skills. N
Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously. N
Sound analytical, problem-solving, and decision-making skills with keen attention to detail. N
Proficiency in MS Excel, PowerPoint, and MIS reporting. N

nPreferred IndustryExperience
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Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage. N

nCandidate Profile
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Highly accountable, proact

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