RO: Service Recovery - Nodal Officer

Role Summary:
The Nodal Officer (NO) acts as the key liaison between the Bank, regulatory body - RBI Ombudsman, and customers for grievance redressal. The role ensures timely and fair resolution of escalated complaints while maintaining regulatory compliance and enhancing customer trust.

Key Responsibilities:
1.Regulatory Grievance Redressal:
oHandle and ensure end-to-end resolution of customer complaints received through regulatory body like RBI Ombudsman.
oPrepare detailed case responses and represent the Bank's position with accuracy and fairness.
2.Compliance & Liaison:
oAct as the regional point of contact for regulatory escalations.
oLiaise with internal departments to gather information, investigate complaints, and prepare timely responses for regulators.
oMonitoring and managing operational risks associated with banking activities, including fraud prevention and mitigation and to take steps to avoid those risks in future
3.Customer Experience & Service Recovery:
oEnsure complaints are addressed in the spirit of customer centricity, regulatory adherence, and service excellence.
oIdentify recurring issues or root causes and drive corrective action with respective teams.
oPrepare RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank.
oEnsure NIL Award is issued for Bank.
oConvert maintainable complain to non-maintainable with discussion with RBIO and reduce cost for Bank.
4.Team Management & Governance:
oLead and mentor a team of Complaint Handling Officers (CHOs) managing escalated cases.
oAct as a point of escalation for RBIO customer complaints and ensure adherence to TAT (Turnaround Time) and regulatory guidelines for complaint closure.

5.Audit & MIS:
oMaintain accurate records of complaints, actions taken, and outcomes.
oProvide regular reports to senior management on complaint trends, risk indicators, and regulatory compliance.
6.Policy Implementation:
oEnsure compliance with the Bank's Grievance Redressal Policy and regulatory requirements.
oKeep abreast of changes in regulatory guidelines and implement necessary process updates.

Key Skills & Competencies:
.Strong knowledge of RBI guidelines, Banking Ombudsman Scheme, and regulatory complaint handling.
.Excellent communication and drafting skills-ability to present the Bank's position clearly and professionally.
.Strong customer-centric mindset and ability to drive service excellence.
.Good analytical and problem-solving skills.
.Ability to manage pressure and handle sensitive issues with discretion.
.Proficient in MS Office and complaint management systems.

Educational Qualifications:
.Graduate / Postgraduate (preferably in Commerce, Finance, Law, or Business Administration)
.Additional certifications in banking or compliance (optional but preferred)

Experience Required:
8-15 years of experience in banking, with at least 3-5 years in grievance redressal, customer service, or compliance roles.