Internal Ombudsman- Fixed Term Contract- 36 Months

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GCOO Operations is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Operations teams are making sure all this happens smoothly.

The role is pivotal in ensuring customer satisfaction and enhancing the banks grievance redressal process. The Internal Ombudsman shall not handle complaints received directly from the complainants or members of the public but deal with the complaints that have already been examined by the bank but have been partly or wholly rejected by the bank.

Principal Accountabilities

Global Risk Objective

How they are achieved/measured

• Understand and adhere to both the letter and the spirit of all laws, regulations and regulatory guidance that apply to my role, promptly reporting any breaches in accordance with local procedures.
• Maintain sufficient and effective processes and controls identifying and mitigating risks and ensure timely escalation and resolution of all control issues and reputation risks.
• Ensure adherence to applicable Global, regional and country standards and policies (including GSM, FIMs, and BIMs).
• Ensure 100% completion of my mandatory training within deadlines.

Deliver fair outcomes for customers and support the orderly and transparent operation of financial markets.

Principal Accountabilities

Operational Efficiency and Productivity

How they are achieved/measured

The Internal Ombudsman shall analyse the pattern of complaints such as product / category wise, consumer group wise, geographical location wise, etc., and suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the bank.

The Internal Ombudsman shall examine the complaints based on records available with the bank, including any documents submitted by the complainant and comments or clarifications furnished by the bank to the specific queries of the Internal Ombudsman.

The Internal Ombudsman may seek additional information and documents from the complainant, through the bank. The Internal Ombudsman must record a reasoned decision in each case.

The Internal Ombudsman may hold meetings with the concerned functionaries of the bank and seek any record / document available with the bank that are necessary for examining the complaint and reviewing the decision. The bank shall furnish all records and documents sought by the Internal Ombudsman to enable expeditious resolution of the complaints without any undue delay.

The Internal Ombudsman shall, on a quarterly basis, analyse the pattern of all complaints received against the regulated entity, such as product-wise, category-wise, consumer group-wise, geographical location-wise, etc., and may provide inputs to the bank for policy intervention, if so warranted.

Principal Accountabilities

Lead Service Quality Initiatives and create a Centre of Excellence

How they are achieved/measured

Reporting and Analysis:
- Furnish periodic reports to the Customer Service Committee/Consumer Protection Committee of the Board.
- Analyse complaints quarterly for patterns and provide inputs for policy changes.

Training and Development:

- Use complaint analysis for training programs to raise awareness among frontline staff.
- Participate in training sessions where necessary.

Board Participation:
- Serve as an ex-officio member or permanent invitee to the Boards Customer Service Committee meetings.

Principal Accountabilities

Reporting

How they are achieved/measured

The Internal Ombudsman will report administratively to the Competent Authority as defined in the Master Direction - RBI Internal Ombudsman for Regulated Entities, and functionally to the Board.

Major Challenges

• The major challenge for the jobholder is to ensure highest quality of resolution of complaints/ enquiries received by the team, while meeting aggressive SLAs, laid down by Business/ Internal Customers/ External Regulatory Bodies.
• The jobholder should have excellent inter-personal and communication skills and should also be updated on changes in internal/ external guidelines issued by the Bank/ RBI; this being a basic pre-requisite for effective management of customer communication.
• The jobholder should be able to recruit, train, monitor and lead the team and constantly interact with various products & businesses, in streamlining processes, which cause pain to the customers.

The jobholder should possess the ability to drive Quality initiatives, improve efficiencies, reduce costs and re-engineer processes effectively.