We are looking for an experienced Customer Grievance Manager who will also act as the Nodal Officer, responsible for leading the end-to-end grievance redressal function. This role includes managing a team of 3–4 members, handling regulatory and legal escalations, and ensuring compliance with RBI guidelines for digital personal loan operations.
Key Responsibilities:
- Lead and manage a team of 3–4 grievance handling executives, ensuring productivity and quality standards
- Act as the Nodal Officer as per RBI guidelines for grievance redressal Handle and resolve customer complaints across multiple channels (calls, emails, RBI CMS, etc.)
- Take ownership of legal and regulatory complaints, including notices, escalations, and ombudsman cases
- Ensure timely resolution of complaints within defined TATs and regulatory timelines Review complex and high-risk cases and provide appropriate resolutions
- Identify root causes of complaints and implement corrective and preventive actions
- Maintain proper documentation, audit trails, and legal records for all cases
- Prepare and present detailed MIS reports on complaints, legal cases, and escalations
- Collaborate with internal teams (operations, risk, legal, tech, collections) for resolution
- Drive continuous improvement in grievance handling processes and customer experience
Key Skills & Competencies:
- Strong knowledge of RBI grievance redressal framework and NBFC regulations
- Hands-on experience in handling legal notices, and regulatory complaints
- Team management and leadership skills
- Excellent written and verbal communication skills (especially for legal and formal responses)
- Strong analytical and problem-solving abilities
- Stakeholder management and cross-functional coordination
- Ability to handle sensitive and high-escalation cases effectively
- Proficiency in MS Excel, reporting, and documentation
Eligibility Criteria:
- Graduate/Postgraduate (Law / Finance / Management preferred)
- 4–8 years of experience in grievance handling within NBFC/Banking/Fintech Prior experience in handling legal complaints and regulatory escalations is mandatory
- Experience in digital personal loans lifecycle preferred
- Prior team handling experience (minimum 2–3 years) preferred
Key Performance Indicators (KPIs):
- Complaint resolution TAT adherence
- Effective handling of legal and regulatory cases
- Reduction in repeat and escalated complaints
- Team productivity and quality metrics
- Customer satisfaction (CSAT/NPS)
- Compliance and audit performance
Additional Requirements:
- Strong ownership mindset and decision-making ability
- High attention to detail, especially in legal documentation
- Ability to work in a fast-paced digital lending environment
- High level of integrity and accountability
Contact No: 9217359023
Work Location: In person
