Assistant Vice President - Customer Experience

Job Title: AVP Customer Grievance & Escalation Management

Position Overview:

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.

Key Responsibilities:

1. Escalation & Grievance Redressal Management

• End-to-End Handling: Direct and manage high-severity, critical, and escalated customer complaints originating from:

Regulatory & 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.

2. Regulatory Compliance & RBI Reporting

• Ensure strict adherence to the RBIs Integrated Ombudsman Scheme and internal Grievance Redressal Policy.
• Draft and review high-quality, legally compliant responses for 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.

3. Team Leadership & 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 counsels, and regulatory nodal offices.
• Work closely with Operations, Product, IT, and Risk teams to streamline customer journeys and reduce grievance influx.

4. Process Excellence & 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.

Candidate Profile & 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, 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.

Education Qualification

• Bachelor’s degree in any discipline (Mandatory).
• Post-graduate degree / MBA / Master’s in Law (LL.B / LL.M) is highly preferred.
• Location – Thane