About FCI

Financial Crime Intelligence (FCI) department has been created to enhance the Bank's capabilities in prevention, detection and response to frauds against the Bank as well as our customers. This a centralized team that will focus on ensuring there is a strong feedback loop of learnings into improvement in practices, models and customer journeys, develop analytics and technological capabilities as a competitive advantage and deepen our focus on training to ensure fraud prevention at the frontline. With these objectives in mind, a new department Financial Crime Intelligence has been created with the Fraud Control Unit (FCU) and Digital Transaction Monitoring (DTM) being housed under the FCI department to ensure greater synergies.

AbouttheRole
To provide operational, analytical, and system support to Bank Grievance Officers (BGOs) in the timely and accurate processing of GRM requests related to NCRP/CFCFRMS lien, freeze, debit restrictions, and related customer grievances. The role shall act as a subject matter support function, enabling BGOs to make informed decisions while ensuring compliance with regulatory guidelines and internal SOPs.
Key Responsibilities

- Provide end-to-end support to BGOs on GRM portal functionalities, workflows, and system navigation.
- Conduct onboarding and refresher training sessions for BGOs on NCRP/GRM processes, portal updates, and regulatory changes.
- Act as the first point of contact for system-related queries, troubleshooting, and user support.
- Provide BGOs with relevant system inputs, case chronology, and supporting data necessary for decision-making.
- Validate and reconcile information available across NCRP, CFCFRMS, internal banking systems, and case management applications.




- Highlight material observations, risk indicators, or discrepancies that may impact grievance resolution.
- Liaise with Branch Banking, Operations, FCI, Statutory Notice Team, and other internal stakeholders for data collection and clarification.
- Facilitate timely support to BGOs to facilitate responses to requests for additional information raised by Investigation Officers, District Grievance Officers, or State Grievance Officers.
- Ensure availability of audit trails and evidentiary documents for regulatory, audit, and inspection requirements.
- Identify recurring operational challenges, system issues, and process gaps affecting grievance handling.

Qualifications

- Prior experience in banking operations, preferably in NCRP, CFCFRMS, GRM, grievance handling, customer service, fraud risk, or compliance‑related roles.
- Graduate degree in any discipline qualified certifications in banking, compliance, or risk management will be an added advantage.

Role Proficiencies:

- - Sound knowledge of banking operations, products and services from a grievance resolution perspective.
- Basic knowledge of MS Office, email handling and familiarity with core banking systems.
- Good written and verbal communication skills including regional language, with the ability to interact professionally with customers, branches, and external stakeholders such as Police IO, District and State Grievance Officers, I4C Officials.
- Problem‑solving, and decision‑making capabilities, with attention to detail.
- Extensive experience in leading high-performing teams comprising Assistant Vice Presidents (AVPs), Senior Managers, and other senior resources, with accountability for operational excellence, stakeholder management, and regulatory compliance.

📌 FCI:GRM - Analyst (Mumbai)
🏢 Axis Bank
📍 Mumbai