RBI Complaints Manager and Nodal Officer

Location: Gurgaon

Job Title: RBI Complaints Manager / Nodal Officer

Department: Operations - Customer Grievance Redressal

Industry: NBFC (Non-Banking Financial Company)

Reports To: Head of Operations

Key Working Relationships: Principal Nodal Officer (PNO), Customer Service Manager, Compliance, Legal, and other relevant departments.

Role SummaryThe 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

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6 Invesigation Independence and conflicts of interest

QualificationsBachelor'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.

- Demonstrated experience independently investigating complaints, preparing responses, and coordinating customer remedies.
- Practical experience handling RBI CMS or RBI Ombudsman complaints.
- Experience negotiating complaint resolutions with customers.
- Experience conducting root cause analysis and implementing corrective actions across departments.

Interested candidates can share their resume at ???????.????@?????????.??

📌 RBI Complaint Manager (Bengaluru)
🏢 VIVA Money
📍 Bengaluru