Nodal Officer

Job Title: Nodal Officer Compliance

Location: Noida

Company: Fintech Cloud Pvt. Ltd.

Job Summary:

The Nodal Officer Compliance is responsible for managing, resolving, and reporting customer complaints received through regulatory bodies such as the RBI Ombudsman and NBFC

regulatory portals. The role ensures fair representation of the regulated entity’s position, drives operational and compliance improvements, supports policy drafting, and upholds adherence to regulatory and internal grievance redressal standards.

Key Responsibilities:

Regulatory Complaint Management

• Handle and resolve customer complaints received through regulatory bodies, including the RBI Ombudsman and NBFC regulatory portals.
• Prepare detailed case responses and accurately represent the regulated entity’s position before regulators.
• Convert maintainable complaints to non-maintainable through discussions with RBIO, helping reduce regulatory exposure and costs.
• Drive NIL Award outcomes wherever applicable through high-quality complaint handling and documentation.

NBFC Portal & Regulatory Compliance

• Manage end-to-end compliance for NBFC regulatory portals, including timely submission, response tracking, and complaint closure.
• Ensure all regulatory filings, responses, and updates on NBFC portals are accurate, timely, and in line with RBI guidelines.
• Coordinate with internal teams to ensure data accuracy and consistency across regulatory platforms.

Internal Coordination & Escalation Handling

• Act as a key point of contact for regulatory escalations and high-risk complaints.
• Liaise with internal departments (Operations, Legal, Risk, Customer Support) to gather information and prepare compliant regulatory responses.
• Ensure timely escalation, monitoring, and closure of sensitive or complex cases.

Risk Management & Process Improvement

• Monitor and manage operational and compliance risks, including fraud prevention and mitigation.
• Identify recurring issues and root causes, driving corrective and preventive actions with relevant teams.
• Prepare Root Cause Analysis (RCA) for financial and non-financial advisories, highlighting improvement areas to enhance compliance and customer experience.

Policy Drafting & Governance

• Draft, review, and update policies, SOPs, and process documents related to grievance redressal, regulatory compliance, and customer handling, as and when required.
• Ensure all policies are aligned with RBI guidelines, NBFC regulations, and company requirements.
• Support management during audits, inspections, and regulatory reviews by providing policy documentation and compliance evidence.

Compliance & Reporting

• Maintain accurate and detailed records of complaints, actions taken, and regulatory outcomes.
• Prepare and present periodic MIS and reports to senior management on complaint trends, regulatory risks, and compliance status.
• Ensure adherence to the company’s Grievance Redressal Policy and applicable regulatory guidelines.
• Stay updated on changes in RBI and NBFC regulations and implement necessary process and policy updates.

Job Requirements:

Education & Experience

• Graduate or postgraduate degree preferred (Commerce, Finance, Law, Business Administration).
• Certifications in banking, compliance, NBFC regulations, or grievance redressal are an added advantage.

Skills & Competencies:

• Strong understanding of RBI guidelines, Banking Ombudsman Scheme, NBFC regulatory requirements, and complaint-handling frameworks.
• Hands-on experience with NBFC portals and regulatory systems.
• Excellent communication, drafting, and policy documentation skills.
• Customer-centric mindset with a strong focus on compliance and regulatory governance.
• Strong analytical, problem-solving, and risk assessment capabilities.
• Ability to work under pressure and manage sensitive regulatory matters with discretion.
• Proficiency in MS Office and compliance/complaint management systems.