• Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations.

• Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies.

• Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence.

• Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams for effective complaint resolution.

• Monitor complaint trends, prepare MIS reports and management dashboards, and provide actionable insights to senior leadership.

• Manage statutory, regulatory, and cybercrime-related notices, ensuring compliance with legal and regulatory timelines.

• Drive governance, risk mitigation,



and continuous improvement initiatives to strengthen the

complaint management framework and enhance customer experience.

• 8-15 years of experience in Banking Operations, Customer Service, Escalation Management, Regulatory Compliance, Statutory Notices, Grievance Redressal, or Wholesale Banking Operations.

• Proven experience in handling customer complaints, regulatory escalations, ombudsman matters, and statutory notices.

• Exposure to cyber fraud, banking investigations, account freeze/de-freeze requests, and law enforcement agency communications will be preferred.

📌 Associate Service Manager_WBG HO / IPO / CIP_0143_1504_1064461 (Mumbai)
🏢 Kotak Securities
📍 Mumbai