Senior Manager - Customer Experience

Role & responsibilities

• Complaint Governance & RCA Leadership:
  Lead organization-wide complaint management and RCA framework in line with internal policies and regulatory requirements.
  Oversee closure of critical and high-impact complaints, ensuring timely and effective resolution

• Corrective & Preventive Action (CAPA) Management:
  Drive identification, implementation, and monitoring of CAPA to prevent recurrence of issues.
  Maintain CAPA tracker and ensure cross-functional adherence to timelines

• Regulatory & RBI Coordination:
  Well versed with RBI regulations and guidelines
  Handle RBI and other external audits
  Handle escalations received through RBI CPGRAMS / CMS / Ombudsman portals and ensure prompt and compliant responses.
  Liaise directly with RBI officials and grievance redressal cells for updates, clarifications, and hearings as required.
  Ensure compliance with RBI grievance redressal guidelines and timely submission of reports and responses

• Cross-Functional Collaboration:
  Work closely with Risk, Operations, Collections, and IT, and Product teams to address systemic gaps.
  Chair or participate in CX governance meetings and escalation reviews

• Complaint Analytics & Insights:
  Analyze complaint data to identify trends, root causes, and process failures.
  Generate dashboards and insight reports for leadership and regulatory reviews

• Process & Service Excellence:
  Initiate process improvement and automation projects to enhance customer experience and reduce complaint volumes.
  Establish service quality metrics and track improvement outcomes

• Regulatory & Audit Readiness:
  Ensure adherence to RBI/NBFC grievance redressal guidelines and internal audit requirements.
  Manage responses to regulator or internal audit observations related to complaints

• People & Capability Building:
  Mentor the complaints and CX governance team, building analytical, investigation, and stakeholder-handling capabilities.

• Manage the interface with External / Internal Auditors; design controls to meet all regulatory & internal requirements