Job Requirements

About the Role
The Division Lead – Retail Operations RCC Dispute (H) in the Recon, Compliance & Controls department is responsible for overseeing the customer dispute resolution process in alignment with regulatory and network-defined guidelines. This role focuses on improving complaint management structures, driving root cause analysis, enhancing turnaround times (TAT), and automating processes to elevate customer satisfaction. The position demands a customer-centric mindset, strong leadership, and a strategic approach to operational excellence.

Key Responsibilities
Primary Responsibilities
• Lead the dispute resolution process, ensuring compliance with regulatory and network guidelines.
• Collaborate with external regulatory bodies for issue handling and monitoring.
• Work with the Operational Excellence team to generate management information and establish best practices for complaint handling.
• Utilize root cause analysis findings to drive process improvements.
• Maintain thorough knowledge of regulatory and network guidelines related to dispute resolution.
• Manage the team and ensure adherence to defined rules for complaint resolution.
• Prepare accurate reports on disputes and customer compensation for senior management and external stakeholders.
• Identify manual error-prone areas and implement strong control mechanisms.
• Drive automation of manual processes to improve efficiency.
• Coordinate with member banks and regulators to resolve positive faith disputes.
• Develop a comprehensive understanding of related processes and interdependencies across teams.




• Present critical issues, growth opportunities, and process enhancements to senior management for approval. Secondary Responsibilities
• Manage third-party vendors effectively.
• Analyze reconciliation data and related reports to identify trends and issues.
• Participate in committee meetings with card/digital networks and regulators.
• Conduct stakeholder and branch visits.
• Benchmark operational processes and products against industry peers. Managerial & Leadership Responsibilities
• Lead and manage the dispute resolution team.
• Review operational metrics and ensure performance standards are met.
• Oversee internal and external audits.
• Drive automation and process re-engineering initiatives.
• Provide guidance and support to team members, resolving concerns and escalating when necessary. What We Are Looking For Education
• Graduate: Graduate in any discipline from a recognized institution.
• Postgraduate: Postgraduate in any discipline from a recognized institution. Experience
• Minimum 6 years of relevant experience in dispute resolution, operations, or compliance within the banking or financial services sector. Skills and Attributes
• Deep understanding of complaint handling and regulatory requirements.
• Strong leadership and team management skills.
• Excellent analytical and research capabilities.
• Proven ability to drive automation and process improvements.
• Effective communication and stakeholder engagement skills.
• Experience in vendor management and audit handling.
• Strategic thinking with a customer-centric approach.

📌 Division Lead (Thane)
🏢 IDFC FIRST Bank
📍 Thane