Regulatory Complaint Management (Team Lead) - A leading NBFC company - Chennai

Job Summary: A leading national NBFC company is keen to hire for the role of Regulatory Complaint Management – Team Lead. The role will lead regulatory grievance redressal, ensure timely resolution of customer complaints, and drive compliance with RBI guidelines. This position also oversees root cause analysis, reporting to regulators, and continuous improvement of complaint management processes. Ideal for senior BFSI specialists with solid product knowledge and stakeholder management skills.

About the company: A leading NBFC company, born from a multi-entity merger manages over ₹2.6 lakh crore in assets while serving rural and semi-urban customers. It employs a community-scale workforce nearing 80,000 and has gained repeated recognition as a top workplace in its sector.

Location: Chennai, Tamil Nadu

Designation: Chief Manager/Sr. Chief Manager (Team Lead)

Title: Regulatory Complaint Management - Team Lead

Department: Customer Experience

Roles and Responsibilities:




Grievance Redressal Management
Complaint Handling: Team Lead is primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction.
Timely Resolution: Ensuring that complaints are addressed and resolved within the timelines prescribed.
Escalation Point: Acting as the final point of contact for complaints that cannot be resolved at lower levels.
Compliance with RBI Guidelines
Adherence to RBI Guidelines: Ensuring that the organization complies with the RBI's guidelines.
Monitoring Compliance: Regularly reviewing internal procedures to ensure that they are in line with the RBI’s evolving rules and guidelines on complaint management.
Documentation and Reporting
Maintaining Records: Ensuring that all complaints, investiga

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