Internal Ombudsman (IO) - Paytm Payments Bank

Job Description

Role: Internal Ombudsman (IO) Department: Compliance / Grievance Redressal Reporting to: Managing Director / Board of Directors Location: B-121 Udhyog Marg Sec 5 Noida, 201301 Organization: Paytm Payments Bank Limited Job Purpose: The Internal Ombudsman (IO) will function as an independent authority within Paytm Payments Bank to review customer complaints that are partially or wholly rejected by the Bank. The IO will ensure fair and impartial resolution of grievances in accordance with the guidelines laid down by the Reserve Bank of India (RBI) and act as a final internal authority before a complaint is escalated to the RBI’s Banking Ombudsman or other external forums. Key Responsibilities *: Review all complaints that are partially or fully rejected by the Bank’s grievance redressal mechanism before the final response is issued to the complainant Examine whether the bank’s decision on complaints is fair, based on facts, and complies with RBI guidelines and the bank’s internal policies Ensure that all complaints rejected by the bank are routed through the IO before final closure Provide independent analysis and feedback to senior management and the Board on customer grievance trends, root causes, and areas of improvement Submit quarterly reports to the Board/Customer Service Committee on the volume and nature of cases handled Coordinate with internal teams to ensure timely resolution and implementation of any systemic improvements suggested Maintain confidentiality and independence in the functioning of the office Ensure compliance with the RBI’s Internal Ombudsman Scheme, including submission of reports and audit responses Eligibility Criteria: Age: Not more than 65 years as on the date of appointment Experience: Minimum 7 years of working experience in areas such as banking, financial services, regulation, consumer protection, or public administration Background: Should be a retired or serving officer, not below the rank of General Manager (GM) or equivalent, from a bank or financial institution or regulatory body or NBSP / NBFC/CIC Independence: Shall previously not have been employed, nor presently be employed, by Paytm Payments Bank or related parties and must not have any conflict of interest Tenure: Tenure: Fixed term of 3 to 5 years (not extendable or renewable). Key Competencies: Deep understanding of regulatory frameworks (especially RBI grievance redressal norms). Analytical skills to assess complaints fairly and independently. Strong communication and interpersonal skills. Integrity, impartiality, and objectivity in decision-making. Ability to work independently and interface with top management and regulatory bodies. Key Responsibilities* -Please refer the RBI Guidelines - Reserve Bank of India - Master Directions for detailed roles and responsibilities. Show more Show less