Senior Officer - Ombudsman & Regulatory Review

Job Requirements

Role/ Job Title: Senior Officer – Ombudsman & Regulatory Review.

Business: Service

Function/ Department: Service > Customer Experience > Service Quality > Grievance Redressal

Job Purpose :

To support the Bank's Internal Ombudsman (IO) framework by reviewing customer complaints proposed for partial or full rejection prior to their referral to the Internal Ombudsman, ensuring regulatory compliance, quality validation, and timely processing in accordance with RBI guidelines. The role will serve as the central coordination point between Business Units, Operations, Compliance, Legal, Customer Service, and the Internal Ombudsman to ensure complete documentation, adherence to prescribed timelines, effective complaint governance, and implementation of the Internal Ombudsman's recommendations. The incumbent will also manage the IO Reference Queue, handle complex regulatory complaints, perform Root Cause Analysis (RCA), and support regulatory reporting, audit, and governance requirements.

Roles & Responsibilities:

1. Internal Ombudsman Review & Validation

• Review all complaints proposed for partial or full rejection before referral to the Internal Ombudsman.
• Validate completeness of case files, investigation findings, evidence, customer communication, and decision rationale.
• Ensure compliance with RBI regulations, Internal Ombudsman guidelines, and internal complaint handling policies.
• Identify documentation gaps or process deviations and coordinate rectification with business units.
• Ensure only eligible complaints are routed through the mandatory Internal Ombudsman review process.
• Internal Ombudsman Reference Queue Management
• Manage the end-to-end Internal Ombudsman Reference Queue.
• Ensure timely referral of eligible complaints before communication of the Bank's final decision.
• Monitor ageing, turnaround time (TAT), pending clarifications, and audit trails.
• Track and monitor implementation of Internal Ombudsman observations and recommendations.
• Regulatory Complaint Handling
• Handle complex complaints received from RBI, CEPD, Integrated Ombudsman, SSM, DFS, CPGRAMS, and other regulatory authorities.
• Prepare, review, and coordinate regulatory responses within prescribed timelines.
• Liaise with internal stakeholders to obtain required information and supporting documentation.
  
  

Qualifications:

Graduate Degree: Yes

Post Graduate Degree - Yes

Years of Experience:

5-15 years