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 (Mumbai)
🏢 Kotak
📍 Mumbai