Ro: Service Recovery

Role Summary The Zonal Nodal Officer ZNO plays a crucial role in overseeing and ensuring the effective handling of customer grievances across all RBIO locations within the designated zone The ZNO serves as the principal liaison between the Bank regulatory authorities such as the Reserve Bank of India RBI Banking Ombudsman and internal teams ensuring compliance with grievance redressal guidelines and driving improvements in service delivery and customer satisfaction Key Responsibilities 1 Regulatory Complaint Management Lead the end-to-end management of customer complaints received through external regulatory channels such as RBI Ombudsman RBIO Ensure timely fair and compliant responses to all regulatory complaints across RBIO locations in the zone Review all complaint cases before submission to regulatory bodies for the RBIO assigned to him her Review high-priority and sensitive complaint cases before submission to regulatory bodies for the assigned zone Review RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank Ensure NIL Award is issued for Bank Ensure the conversion of maintainable complain to non-maintainable target is met for the RBIO assigned to him her 2 Liaison with Regulators Authorities Act as the single point of contact for all regulatory bodies within the assigned zone Participate in discussions audits and meetings with the RBI Ombudsman and other regulatory bodies as required 3 Regional Support Provide guidance and support to Nodal Officers NOs in complaint management Conduct periodic reviews training and sensitization programs for frontline teams to ensure complaint handling best practices are followed 4 Compliance Governance Ensure strict adherence to RBI s Fair Practices Code Banking Ombudsman Scheme internal grievance redressal policies and turnaround times TAT Conduct quality checks and audits of complaint closures to mitigate regulatory risks 5 MIS Reporting Analytics Generate and present zonal-level MIS reports on complaints resolution timelines trends and key risk areas to senior management Monitor complaint data to identify systemic issues and recommend process improvements 6 Escalation Management Handle escalated cases that require Zonal-level intervention including media-sensitive or legally complex cases Ensure prompt and fair resolution with an emphasis on retaining customer trust and complying with regulations Key Skills Competencies Strong knowledge of banking regulations RBI guidelines and grievance redressal mechanisms Excellent written and verbal communication especially in drafting high-quality responses to regulators Strong decision-making analytical and problem-solving skills Ability to work under pressure while maintaining compliance and service quality Leadership skills to guide regional teams and influence change Proficiency in MS Office and grievance management systems Educational Qualifications Graduate Postgraduate in Commerce Finance Law or Business Administration Banking-related certifications or compliance legal qualifications preferred Experience Required 10-18 years of banking experience with at least 5-8 years in grievance redressal compliance customer service or regulatory roles Prior experience in managing regulatory escalations and complaint governance at a regional or zonal level Skills Refer to the About Company Axis Bank is the third largest private sector bank in India The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates MSME Agriculture and Retail Businesses The Bank has a large footprint of 4 594 domestic branches including extension counters with 11 333 ATMs 5 710 cash recyclers spread across the country as on 31st March 2021 The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021 The Overseas operations of the Bank are spread over eight international offices with branches at Singapore Dubai at DIFC and Gift City-IBU representative offices at Dhaka Dubai Abu Dhabi Sharjah and an Overseas subsidiary at London UK The international offices focus on Corporate Lending Trade Finance Syndication Investment Banking and Liability Businesses