RO: Service Recovery - Nodal Officer

Role Summary:

The Nodal Officer (NO) acts as the key liaison between the Bank, regulatory body - RBI Ombudsman, and customers for grievance redressal. The role ensures timely and fair resolution of escalated complaints while maintaining regulatory compliance and enhancing customer trust.

• Key Responsibilities:
• 1.Regulatory Grievance Redressal:
• oHandle and ensure end-to-end resolution of customer complaints received through regulatory body like RBI Ombudsman.
• oPrepare detailed case responses and represent the Banks position with accuracy and fairness.
• 2.Compliance & Liaison:
• oAct as the regional point of contact for regulatory escalations.
• oLiaise with internal departments to gather information, investigate complaints, and prepare timely responses for regulators.
• oMonitoring and managing operational risks associated with banking activities, including fraud prevention and mitigation and to take steps to avoid those risks in future
• 3.Customer Experience & Service Recovery:
• oEnsure complaints are addressed in the spirit of customer centricity, regulatory adherence, and service excellence.
• oIdentify recurring issues or root causes and drive corrective action with respective teams.
• oPrepare RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank.
• oEnsure NIL Award is issued for Bank.
• oConvert maintainable complain to non-maintainable with discussion with RBIO and reduce cost for Bank.
• 4.Team Management & Governance:
• oLead and mentor a team of Complaint Handling Officers (CHOs) managing escalated cases.
• oAct as a point of escalation for RBIO customer complaints and ensure adherence to TAT (Turnaround Time) and regulatory guidelines for complaint closure.
• 5.Audit & MIS:
• oMaintain accurate records of complaints, actions taken, and outcomes.
• oProvide regular reports to senior management on complaint trends, risk indicators, and regulatory compliance.
• 6.Policy Implementation:
• oEnsure compliance with the Banks Grievance Redressal Policy and regulatory requirements.
• oKeep abreast of changes in regulatory guidelines and implement necessary process updates.
• Key Skills & Competencies:
• .Strong knowledge of RBI guidelines, Banking Ombudsman Scheme, and regulatory complaint handling.
• .Excellent communication and drafting skills-ability to present the Banks position clearly and professionally.
• .Strong customer-centric mindset and ability to drive service excellence.
• .Good analytical and problem-solving skills.
• .Ability to manage pressure and handle sensitive issues with discretion.
• .Proficient in MS Office and complaint management systems.
• Educational Qualifications:
• .Graduate / Postgraduate (preferably in Commerce, Finance, Law, or Business Administration)
• .Additional certifications in banking or compliance (optional but preferred)
• Experience Required:
• 8-15 years of experience in banking, with at least 3-5 years in grievance redressal, customer service, or compliance roles.