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.n





nPreferred Skills & Competencies
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- Strong 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

nPreferred Industry Experience
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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, proactive, and responsive

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