Wholesale Banking Escalations & Regulatory Grievance Management

Role & responsibilities

• Lead and manage the Wholesale Banking Escalation Desk, ensuring timely resolution of complex customer complaints and service escalations.
  
• Handle regulatory complaints, statutory notices, and customer grievances in compliance with RBI guidelines, CPGRAM requirements, and internal policies.
  
• Conduct root cause analysis of complaints and implement corrective and preventive actions to avoid recurrence.
  
• Drive customer experience improvement initiatives through complaint trend analysis, customer feedback monitoring, and NPS enhancement programs.
  
• Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams to ensure effective and timely issue resolution.
  
• Monitor and manage statutory, regulatory, and cybercrime-related notices, ensuring adherence to legal and regulatory timelines.
  
• Prepare MIS reports, dashboards, escalation analytics, and management reviews to provide insights on service quality and complaint trends.
  
• Strengthen governance, risk management, and process improvement frameworks to enhance operational efficiency, regulatory compliance, and customer satisfaction.

Preferred candidate profile

• 8-12 years in Banking Operations, Escalation Management, or Wholesale Banking.
• Experience in customer grievance redressal and regulatory complaint handling.
• Knowledge of RBI regulations, Ombudsman cases, and statutory notices.
• Exposure to cyber fraud, account freeze/de-freeze cases, and law enforcement requests preferred.

Key Skills

• Wholesale Banking
• Escalation Management
• Customer Grievances
• Regulatory Compliance
• Statutory Notices
• Root Cause Analysis
• Stakeholder Management
• MIS & Reporting
• Risk Management
• Customer Experience (CX)