Customer Support, Internal Ombudsman, Legal Compliance and Secretariat
1 week ago
Legal, Compliance & Secretariat ensures that the bank's interests are protected by zealously guarding and enhancing its reputation and capital. We also work to maintain a good standing with all our regulators, customers, and business partners. Because we believe that at the heart of business banking is to uphold the values of trust and integrity for all our stakeholders.
**Responsibilities**:
- Handling of Complaints wholly or partly rejected by regulated Entities.
- 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.
- Review of all complaints partly or wholly rejected by Bank.
- Trend analysis of complaints
- MIS and reporting to Bank and RBI
Required Experience
**Internal ombudsman**:
- 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.
- The Internal Ombudsman 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.
- Minimum graduate
- Customer service
- Complaints handling
- Fair dealing with customers and the bank
- Knowledge of commercial banking laws and practices.
- The position will be a contractual position for a fixed term of three years. The person will report to CEO of the Bank or Executive Director of the WOS. 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.
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