JD : Key Responsibilities ( Assistant Manager / Deputy Manager ) /n /n
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.

/n /n Preferred Skills & Competencies /n /n
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 robust drafting capabilities.

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Proven experience in preparing regulatory responses, RCA reports, and management updates.

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Robust 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.

/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.

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Solid 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