1. Responsible for Information Security (IS) Governance, risk management and compliance in the organization. 2. Develop and maintain documentation related to Information Security governance, risks, and audits in alignment with regulatory and compliance requirements. 3. Create, review, and update policies and standards to adapt to evolving organizational needs. 4. Assist in interpreting policies, standards, and guidelines to ensure consistency and regulatory compliance. 5. Monitor and enforce adherence to policies and Standard Operating Procedures (SOPs) across various internal functions. 6. Collaborate closely with the CISO, CRO, and key stakeholders in Risk, IT, and Inspection functions. 1. Develop and maintain documentation for IS governance, risk management, and audits in compliance with regulatory requirements. 2. Record management-level committee meetings and ensure timely tracking and closure of derived actions. 3. Provide guidance on designing and implementing security controls aligned with defined policies and standards. 4. Monitor and enforce adherence to policies and Standard Operating Procedures (SOPs) across IT functions. 5. Track, analyze, and assess requests for policy exceptions, supporting risk evaluation for deviations. 6. Contribute to the policy and standards process by incorporating information management controls and requirements. 1. 4-10 years of relevant work experience in Information Technology (IT) / (IS) Information Security Governance policies, standards, compliance or risk management functions. 2. Exposure to Information security management system (ISMS) Policies, Standards, Process documentation. 3. Experience in handling or conducting audits and ensure closure of observations within given timelines. 4. Monitoring and ensuring the policy / SOP adherence across different IT functions. 5. Recording and ensuring the actions derived are tracked and closed within the agreed timelines from the management committee meetings. 6. Good understanding of IT/IS & Cyber risks, risk management processes and associated reporting models. 7. Experience in third-party risk management frameworks and processes. 8. Industry level certifications: CISA/CISSP/ISO 27001 LA, ISO 27001 LI (Preferred). Preferred candidate profile
Role Objective: To lead and strengthen the Customer Service & Grievance Redressal function by ensuring timely resolution of customer queries and complaints, adherence to regulatory guidelines (RBI/NHB), and enhancement of customer experience across branches and digital platforms in line with the companys service standards. Key Responsibilities: Customer Service Management Oversee customer service operations across branches, call centers, and digital channels. Develop and implement customer service standards, policies, and escalation protocols. Monitor customer satisfaction levels and initiate service improvement measures. Grievance Redressal & Regulatory Compliance Manage the end-to-end grievance redressal mechanism in compliance with RBI/NHB regulations. Ensure timely acknowledgment, resolution, and closure of complaints within defined TATs. Act as the Principal Nodal Officer for escalation to Ombudsman/Regulators. Maintain records of complaints and prepare periodic MIS/reports for senior management and regulators. Stakeholder Coordination Work closely with Operations, Sales, Collections, IT, and Legal teams to resolve customer issues. Liaise with regulators, industry bodies, and external stakeholders for compliance and grievance matters. Process Improvement & Training Identify recurring customer issues and drive root cause analysis for permanent resolution. Implement customer-centric initiatives to improve overall service delivery. Conduct training sessions for branch and frontline staff on customer service and grievance handling. Technology & Innovation Leverage digital tools (CRM, complaint tracking system, self-service platforms) to streamline customer service. Monitor service performance dashboards and analytics for proactive action. Key Performance Indicators (KPIs): Average Turnaround Time (TAT) for complaint resolution. Reduction in repeat complaints and escalation cases. Customer Satisfaction Score (CSAT)/Net Promoter Score (NPS). Compliance with regulatory timelines and reporting standards. Branch/Region-wise service quality improvement. Desired Candidate Profile: Graduate/Postgraduate in Management/ Commerce/Finance; certification in Customer Experience or Compliance preferred. 10-15 years of experience in Housing Finance / NBFC / Banking , with at least 5 years in customer service & grievance redressal. Strong knowledge of RBI/NHB guidelines, Ombudsman schemes, and regulatory reporting. Excellent communication, problem-solving, and stakeholder management skills. Ability to manage teams, drive service culture, and implement process improvements.