Regulatory Complaint Management
• Handle and resolve customer complaints received through regulatory bodies including the RBI Ombudsman.
• Prepare detailed case responses and accurately represent the regulated entity’s position. • Convert maintainable complaints to non-maintainable through discussions with RBIO to reduce regulatory costs.
• Ensure NIL Award is issued for the regulated entity by maintaining high-quality complaint resolution.
• Internal Coordination & Escalation Handling • Act as the regional point of contact for regulatory escalations.
• Liaise with internal departments to gather information and prepare timely and compliant responses for regulators.
• Risk Management & Process Improvement
• Monitor and manage operational risks associated with the regulated entity’s activities, including fraud prevention and mitigation.
• Identify recurring issues and root causes, driving corrective actions with relevant teams.
• Prepare Root Cause Analysis (RCA) for all advisories (financial and non-financial) and highlight improvement areas to enhance customer experience and compliance. Compliance & Reporting: Maintain accurate and detailed records of complaints, actions taken, and outcomes. Provide periodic reports to senior management on complaint trends, risk indicators, and regulatory compliance. Ensure adherence to the regulated entity’s Grievance Redressal Policy and all applicable regulatory guidelines. Stay updated with changes in RBI and regulatory requirements, implementing necessary process updates.