Job DescriptionJD : 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

nPreferred Skills &Competencies;

N

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



Fair Practices Code, and grievance redressal frameworks.
N
Excellent written and verbal communication skills with robust 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

nPreferred IndustryExperience

N

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

nCandidate 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 candidatewho is committed to building a long-term career and growing within the organization.
N

📌 Customer Service Manager Alibag
🏢 Protium Finance
📍 Alibag