- 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 (Mumbai)
🏢 Kotak Securities
📍 Mumbai