Assistant Manager

5 days ago

Pune, Maharashtra, India Fibe Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Assistant Manager/ Deputy Manager Regulatory Escalation & Complaint Management

Are you experienced in handling RBI, CPGRAM, and Consumer Forum cases?

This is not your typical Team Lead role were looking for someone who can lead our Escalation Desk and ensure every regulatory and customer complaint is handled with precision, empathy, and compliance.

As a Lead (AM/DM) Regulatory Escalation & Complaint Management, you'll be the bridge between customers, internal teams, and regulators, ensuring every concern is addressed with accountability and insight.

What You'll Do

  • Manage the Escalation Desk and handle RBI, CPGRAM, and Consumer Forum cases end-to-end.
  • Drive the Complaints/ORM team's KPIs and KRAs, ensuring timely and accurate resolution.
  • Collaborate closely with the IO (Internal Ombudsman) team to strengthen our governance and response framework.
  • Identify and close process gaps, driving efficiency and customer trust.
  • Analyze complaint data to enhance customer sentiment at the first level of contact.
  • Always uphold a customer-first mindset while maintaining regulatory integrity.

What We're Looking For

  • Minimum 2 years of experience handling RBI, CPGRAM, and Consumer Forum cases.
  • Prior experience working under or alongside the IO (Internal Ombudsman) team.
  • Strong analytical, communication, and leadership skills.
  • A detail-oriented professional who can balance compliance with customer empathy.
  • Qualification: Any Graduate.
  • Location: Pune

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