Description

Key Responsibilities: GRM

- Handle dispute cases received through the MHA GRM Portal and ensure timely action on GRM Cases within defined TAT.
- Approve GRM cases as per defined SOP basis customer due diligence
- Action on Revocation letter Provided by IO/LEA post investigation of GRM case
- Coordinate with MHA for technical issues, queries and escalations
- Ensure TAT and quality is maintained for each GRM case
- Guide and train branches on raising dispute cases and resolving GRM related issues.
- Handle escalations from branches and internal stakeholders.
- Maintain GRM actioned MIS, dashboards, Repositories and trackers. Ensure submit reports to senior management on time.
- Respond to queries and calls from cyber authorities, branches and internal teams.
- Coordinate with various internal departments for system upgrades, process changes and enhancements.
- Ensure compliance with internal processes, regulatory guidelines and operational requirements.





Required Skills & Experience

- Knowledge of banking operations, Regulatory guidelines and Compliance requirements.
- Ability to manage multiple tasks, prioritize workload and meet deadlines.
- Experience in handling customer disputes, regulatory escalations and cyber fraud-related cases.
- Experience in coordinating with internal stakeholders, branches, regulators and external agencies.
- Proficiency in MIS reporting, dashboard preparation and data analysis through portal
- Robust analytical, problem-solving and communication abilities.
- 2-5 Years of Experience in banking operations, Customer handling, fraud risk management and grievance redressal functions.
- Exposure to digital banking processes, onboarding controls, Grievance handling and risk monitoring frameworks/rules will be an added advantage.

📌 Team Member-Transaction screening-HO & SUPPORT-Business Process Management Group (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai