Assistant Vice President, Specialist Internal Ombudsman, Legal Compliance

Job Purpose The Internal Ombudsman position has been mandated by RBI All banks with more than 10 branches are required to appoint an IO who would review all complains partially or wholly rejected by the Bank Key Accountabilities The Internal Ombudsman IO acts as an independent impartial and confidential resource for addressing and resolving complaints from customers The role is crucial in ensuring fair treatment and adherence to regulatory standards as prescribed by the Reserve Bank of India RBI guidelines The role encompasses the below responsibilities Review of all complaints partly or wholly rejected by Bank Trend analysis of complaints MIS and reporting to Bank and RBI Job Duties responsibilities Handling of Complaints wholly or partly rejected by regulated Entities Ensure that complaints are resolved in a fair timely and consistent manner following RBI regulations To analyse the pattern of complaints such as product category wise consumer group wise geographical location wise etc To suggest means for taking actions to address the root cause of complaints The Internal Ombudsman to hold meetings with the concerned functionaries of the regulated entity The Internal Ombudsman shall on a quarterly basis analyse the pattern of all complaints received against the regulated entity such as entity-wise for CICs product-wise category-wise consumer group-wise geographical location-wise etc and may provide inputs to the regulated entity for policy intervention if so warranted Identify trends and systemic issues in complaints and work with relevant departments to address root causes Required Experience The Internal Ombudsman shall either be a retired or serving officer He She should be in the rank equivalent to a General Manager of another bank Financial Sector Regulatory Body NBSP NBFC CIC He She should be having necessary skills and experience of minimum seven years of working in areas such as banking non-banking finance regulation supervision payment and settlement systems credit information or consumer protection He She shall previously not have been employed nor presently be employed by the regulated entity or the regulated entity s related parties The Internal Ombudsman shall not be over 70 years of age before the completion of the tenure Education Preferred Qualifications Bachelors degree Law BBA MBA Finance Accounting Core Competencies Customer service Complaints handling Fair dealing with customers and the bank Independent judgment and problem-solving skills Attention to detail and strong organizational abilities Ability to work collaboratively with various stakeholders Technical Competencies Knowledge of commercial banking laws and practices Understanding of RBI Guidelines Case Management Report Writing Data Management CRM Systems Data Analysis Tools Work Relationship The position will be a contractual position for a fixed term of three years The person will report to Head- Legal Compliance Secretariat He will liaise with customer service departments and Heads of IBG and CBG on a need s basis Required number of bank staff would be provided to him to assist him in discharge of his duties DBS India - Culture Behaviors Drive Performance Through Value Based Propositions Ensure Customer Focus by Delighting Customers Reduce Complaints Build Pride and Passion to Protect Maintain and Enhance DBS Reputation Enhance Knowledge Base Build Skill Sets Develop Competencies Invest in Team Building Motivation through Ideation Innovation Execute at Speed While Maintaining Error Free Operations Develop a Passion for Performance to Grow Talent Pool Maintain the Highest Standards of Honesty and Integrity