The purpose of the appointment

The Board is seeking an independent director who can bring customer consequence into decisions about growth, distribution, people and risk. The seat spans the Nomination and Remuneration Committee, Stakeholders Relationship Committee, Risk Management Committee and CSR agenda. Its value lies in integration: a lending or deposit strategy affects customers; targets affect employee and intermediary conduct; digital design affects exclusion and grievance; and succession choices determine whether the institution can sustain its control obligations while expanding.
The appointee should be able to hear the same management proposal through four lenses. Is it strategically coherent? Is the leadership bench capable of delivering it? Are risks understood and bounded? Will the customer experience remain fair when the model operates at scale, including for customers with limited digital confidence or volatile incomes?

A customer-outcomes charter, not a complaint dashboard

The director will ask management to move beyond totals and turnaround time.



Board information should reveal why customers complain, which products and journeys generate repeat harm, whether vulnerable groups experience different outcomes, how many resolutions reverse an earlier decision, and whether root-cause action changes the next cohort. Escalated grievances, ombudsman cases, mis-selling, dormant-account handling, fraud reimbursement and service interruption need explicit ownership.
Digital journeys deserve the same scrutiny as branches and agents. Consent should be comprehensible; eligibility and pricing logic should be explainable; failed transactions and erroneous declines should be visible; and customer recourse should remain usable when the automated path fails. The director is expected to test whether convenience metrics conceal abandonment, exclusion or unfair friction.

People and strategy questions reserved for the Board

The NRC element covers chief-executive and cont

📌 Independent Director (Chennai)
🏢 Gladwin International
📍 Chennai