AVP Customer Grievance & Escalation Management

Job Summary The AVP Customer Grievance & Escalation Management will play a pivotal role in ensuring the seamless management of customer grievances and escalations within the organization. This position focuses on enhancing customer satisfaction through effective grievance redressal processes while complying with regulatory standards and best practices. The successful candidate will lead initiatives aimed at continuous improvement and maintaining robust relationships with regulatory bodies, thereby contributing to the organization's reputation and customer trust. Key Responsibilities Lead the development and implementation of comprehensive grievance management strategies in accordance with regulatory requirements. Oversee and manage escalations from customers, ensuring timely resolution and adherence to industry standards. Implement and maintain systems for effective reporting to the RBI and monitoring of consumer complaints, including Ombudsman cases. Drive process excellence initiatives to optimize grievance handling and improve overall customer experience. Collaborate with cross-functional teams to ensure compliance with RBI guidelines and consumer protection laws. Analyze trends in customer grievances to identify opportunities for system improvements and preventive measures. Required Qualifications A minimum of 15 years of experience in customer grievance management, preferably within the NBFC sector. In-depth knowledge of RBI reporting requirements and regulatory compliance practices related to grievance handling. Preferred Qualifications Experience managing Nodal/GRO escalations and familiarity with the CPGRAMS system. Proven track record of implementing process improvements and system enhancements in customer service operations. Strong understanding of Financial Practices Code (FPC) and additional consumer protection laws. .