Key Working Relationships: Principal Nodal Officer (PNO), Customer Service Manager, Compliance, Legal, and other relevant departments.
Role Summary
The RBI Complaints Manager / Nodal Officer is responsible for handling customer complaints received through RBI's Complaints Management System (CMS), the RBI Ombudsman, and other designated regulatory channels.
This is a hands-on role: the officer independently investigates complaints, establishes the facts, analyses root causes, prepares substantiated responses, and works with customers and internal departments to achieve fair and timely resolution.
The officer identifies practical, mutually acceptable solutions within delegated authority, monitors implementation of agreed actions, and ensures that the causes of recurring complaints are addressed.
The officer reports directly to the Head of Operations and forms investigation findings independently of the departments whose actions are being reviewed. Coordination with the PNO relates to regulatory communication and complaint handling and does not constitute an administrative reporting relationship to the PNO.
Key Responsibilities
.
.
.
.
.
6 Invesigation Independence and conflicts of interest
Qualifications
Bachelor's degree in Commerce, Finance, Business Administration, Law, or a related discipline.
Experience
• Relevant experience in grievance redressal, escalated customer complaints, or service operations within an NBFC, bank, or other financial institution.