Job Description

JD : Key Responsibilities ( Assistant Manager / Deputy Manager )

n

n
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.
n

n

Preferred Skills & Competencies

n

n
Robust knowledge of CMS, CPGRAMS, RBI Master Directions,



Fair Practices Code, and grievance redressal frameworks.
n
Excellent written and verbal communication skills with strong drafting capabilities.
n
Proven experience in preparing regulatory responses, RCA reports, and management updates.
n
Solid 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

n

Preferred Industry Experience

n

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

n

Candidate Profile

n

n
Highly accountable, proactive, and responsive individual.
n
Robust ownership mindset with the ability to work independently in a critical role.
n
Looking for a candidate who is committed to building a long-term career and growing within the organization.
n

📌 Customer Service Manager Mumbai
🏢 Protium Finance
📍 Mumbai