Description
•Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations.
•Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies.
•Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence.
•Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams for effective complaint resolution.
•Monitor complaint trends, prepare MIS reports and management dashboards, and provide actionable insights to senior leadership.
•Manage statutory, regulatory, and cybercrime-related notices, ensuring compliance with legal and regulatory timelines.
• Drive governance, risk mitigation, and continuous improvement initiatives to strengthen the
complaint management framework and enhance customer experience.
•8-15 years of experience in Banking Operations, Customer Service, Escalation Management, Regulatory Compliance, Statutory Notices, Grievance Redressal, or Wholesale Banking Operations.
•Proven experience in handling customer complaints, regulatory escalations, ombudsman matters, and statutory notices.
•Exposure to cyber fraud, banking investigations, account freeze/de-freeze requests, and law enforcement agency communications will be preferred.
