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Assistant Vice President, Specialist Internal Ombudsman

Assistant Vice President, Specialist Internal Ombudsman

DBS Bank

1 - 2 years

4 - 5 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

data analysis data management legal compliance nbfc mis trend analysis commercial banking customer service team building crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Internal Ombudsman position has been mandated by RBI. All banks with more than 10 branches are required to appoint an IO, who would review all complains partially or wholly rejected by the Bank.

Key Accountabilities

The Internal Ombudsman (IO) acts as an independent, impartial, and confidential resource for addressing and resolving complaints from customers . The role is crucial in ensuring fair treatment and adherence to regulatory standards as prescribed by the Reserve Bank of India (RBI) guidelines.

The role encompasses the below responsibilities:

Review of all complaints partly or wholly rejected by Bank
Trend analysis of complaints
MIS and reporting to Bank and RBI

Job Duties & responsibilities

Handling of Complaints wholly or partly rejected by regulated Entities.
Ensure that complaints are resolved in a fair, timely, and consistent manner, following RBI regulations.
To analyse the pattern of complaints such as product / category wise, consumer group wise, geographical location wise, etc
To suggest means for taking actions to address the root cause of complaints.
The Internal Ombudsman to hold meetings with the concerned functionaries of the regulated entity.
The Internal Ombudsman shall, on a quarterly basis, analyse the pattern of all complaints received against the regulated entity, such as entity-wise (for CICs), product-wise, category-wise, consumer group-wise, geographical location-wise, etc., and may provide inputs to the regulated entity for policy intervention, if so warranted
Identify trends and systemic issues in complaints and work with relevant departments to address root causes.

Required Experience

The Internal Ombudsman shall either be a retired or serving officer.
He / She should be in the rank equivalent to a General Manager of another bank / Financial Sector Regulatory Body / NBSP / NBFC / CIC,
He/ She should be having necessary skills and experience of minimum seven years of working in areas such as banking, non-banking finance, regulation, supervision, payment and settlement systems, credit information or consumer protection.
He/ She shall previously not have been employed, nor presently be employed, by the regulated entity or the regulated entity s related parties.
The Internal Ombudsman shall not be over 70 years of age before the completion of the tenure.

Education / Preferred Qualifications

Bachelors degree (Law, BBA/ MBA, Finance, Accounting)

Core Competencies

Customer service
Complaints handling
Fair dealing with customers and the bank
Independent judgment and problem-solving skills.
Attention to detail and strong organizational abilities.
Ability to work collaboratively with various stakeholders.

Technical Competencies

Knowledge of commercial banking laws and practices
Understanding of RBI Guidelines
Case Management
Report Writing
Data Management
CRM Systems & Data Analysis Tools

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Assistant Vice President, Specialist Internal Ombudsman