AVP - Customer Experience

We are seeking a seasoned leader with 15+ years of experience in the financial services/NBFC sector to head our customer grievance redressal function. The candidate will be responsible for overseeing, managing, and resolving critical customer complaints coming from high-priority escalation channels, ensuring strict adherence to regulatory guidelines (RBI, CPGRAMS) and internal SLA benchmarks.

The core responsibilities for the job include the following:

Escalation and Grievance Redressal Management:

• End-to-End Handling: Directly manage high-severity, critical, and escalated customer complaints originating from:
• Regulatory and Govt. Portals: RBI (CMS/Integrated Ombudsman Scheme), CPGRAMS, Ministry of Corporate Affairs (MCA), National Consumer Helpline (NCH), etc.
• Internal Channels: Grievance Redressal Officer (GRO) desk, Principal Nodal Office line, Board/Executive escalations.
• External Platforms: Consumer courts, legal notices, social media escalations, and media queries.
• Root Cause Analysis (RCA): Conduct deep-dive RCAs for recurring complaints, identify process or policy gaps, and collaborate with cross-functional teams (Tech, Operations, Collections, Product) to implement preventive measures.

Regulatory Compliance and RBI Reporting:

• Ensure strict adherence to the RBI's Integrated Ombudsman Scheme and internal Grievance Redressal Policy.
• Draft and review high-quality, legally compliant responses for the RBI CMS portal, consumer courts, and regulatory authorities.
• Prepare and submit periodic grievance reports, dashboards, and returns to the Board, Risk Committee, and regulatory bodies within stipulated timelines.

Team Leadership and Stakeholder Management:

• Lead, mentor, and build a high-performing team of grievance handling managers and specialists.
• Act as the primary bridge between the NBFC, internal legal team, external legal counsel, and regulatory nodal offices.
• Work closely with Operations, Product, IT, and Risk teams to streamline customer journeys and reduce grievance influx.

Process Excellence and System Improvement:

• Periodically review and update the company's Grievance Redressal Policy in line with evolving regulatory directives.
• Enhance tracking systems/CRM workflows to ensure seamless routing, assignment, tracking, and closure of complaints within defined SLAs.

Requirements:

• Experience: 15+ years of total experience in customer service/grievance redressal within a banking or non-banking financial company (NBFC) setup.
• Core Expertise: Proven track record in handling RBI CMS, Ombudsman cases, CPGRAMS, and Nodal/GRO escalations.
• Regulatory Knowledge: Deep understanding of RBI guidelines for NBFCs, the Fair Practices Code (FPC), and consumer protection laws.
• Communication Skills: Exceptional written and verbal communication skills with a strong ability to draft formal regulatory and legal responses.
• Leadership: Strong team management skills with a proven track record of handling high-stress situations calmly and professionally.
• Analytical Skills: Strong data interpretation abilities to translate complaint trends into actionable process changes.
• Bachelor's degree in any discipline (mandatory).
• A postgraduate degree / MBA / master's in law (LL. B. /LL. M. ) is highly preferred.