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.

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 RBI’s 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.