Kreditbee - Nodal Officer - Customer Grievance/Regulatory Liaison

Objective- To handle end-to-end customer grievances and regulatory escalations under the Reserve Bank of Indias Ombudsman and grievance redressal framework, support the PNO in liaison with the Ombudsman/CEPD and ensure compliance with internal TATs, MIS and governance standards.Key handling & escalation- Receive, acknowledge, investigate and close customer complaints raised via digital channels or Ombudsman route.- Ensure internal TATs are met and escalate to PNO when cases approach external escalation (e.g., Ombudsman) or involve policy/regulatory risk.- Maintain complaint logs/registers and track status of each complaint with root-cause, resolution and preventive actions.Regulatory liaison & submissions- Prepare and submit data/documents required by the Ombudsman, including case chronology, internal investigation findings and replies on behalf of the NBFC. (Under the RBI Integrated Ombudsman Scheme / NBFC Ombudsman Scheme)- Coordinate with legal, compliance and operations teams for factual inputs, drafts of responses and implementation of Ombudsman awards or directions.- Assist the PNO in furnishing periodic reports to RBI/CEPD and ensure details of NO are displayed as mandated. (NBFCs must display PNO/NO details at branches/website)Root-cause analysis & preventive action- Analyse complaint trends, identify systemic issues (product, process, vendor, collections) and drive improvement actions.- Work with operations, technology, collections and audit to ensure corrective and preventive actions (CAPA) are implemented, and re-occurrence is tracked.Governance, MIS & reporting- Maintain dashboards for complaints (volume, category, TAT, award exposure), escalations, Ombudsman interactions, legal risk.- Provide monthly/quarterly reports to the PNO / senior management / audit committee. Assist in internal audits or peer reviews of the grievance redressal system.Training & stakeholder engagement- Conduct awareness/trainings for branches, collections, partners on complaint handling, escalation processes and role of Ombudsman schemes.- Engage with branch operations, digital support, products, collections and vendor teams to ensure awareness of customergrievance rights, regulatory escalations and internal processes.Candidate Profile & Skill Set- Experience: 3 - 8 years in NBFC/BFSI operations, customer grievance handling, regulatory or legal liaison.Educational qualification:- Graduate; Post-graduate in finance/management/law is a plus.Core competencies:- Good understanding of NBFC operations, lending, collections, service-quality norms.- Familiarity with regulatory grievance frameworks e.g., FPC for NBFCs, Ombudsman scheme.- Strong written communication and drafting skills: ability to prepare formal replies, executive summaries, regulatory submissions.- Analytical mindset for root-cause analysis and MIS.- Stakeholder management: ability to engage across operations, legal, compliance, product teams and management.Tools: Proficiency in Excel, PowerPoint, casemanagement/CRM Prior experience in an NBFCs grievance or regulatory-escalation function.- Exposure to documentation/submission to Ombudsman or regulatory bodies.- Some legal/compliance exposure (drafting, interpreting T&Cs, product fair-practice code).Performance Metrics / KPIs- % of complaints closed within internal TAT.- Reduction in number of escalations to Ombudsman or award instances.- Trend of repeat complaints or re-opens.- Number of root-cause actions identified and closed within target time.- Quality of submission to Ombudsman/regulator (accuracy, timeliness, completeness).- Training reach & stakeholder feedback.Reporting & Relationships- Reports directly to PNO; works closely with Compliance, Legal, Audit, Operations, Collections, Product teams.- Acts as the first point of liaison in grievance/escalation matters; escalates to PNO for major/regulatory risk cases. (ref:iimjobs.com)