RO: Service Recovery - Nodal Officer

We are looking for a highly skilled and experienced Nodal Officer to join our team in Axis Bank Limited The ideal candidate will have 8-15 years of experience in banking, with at least 3-5 years in grievance redressal, customer service, or compliance roles

• Handle and resolve customer complaints received through regulatory bodies like RBI Ombudsman
• Prepare detailed case responses and represent the bank's position accurately and fairly
• Act as the regional point of contact for regulatory escalations and liaise with internal departments to gather information and prepare timely responses for regulators
• Monitor and manage operational risks associated with banking activities, including fraud prevention and mitigation
• Ensure complaints are addressed in a customer-centric manner, adhering to regulatory guidelines and service excellence standards
• Lead and mentor a team of Complaint Handling Officers (CHOs) managing escalated cases
• Maintain accurate records of complaints, actions taken, and outcomes, providing regular reports to senior management on complaint trends, risk indicators, and regulatory compliance
• Ensure compliance with the Bank's Grievance Redressal Policy and regulatory requirements, staying updated on changes in regulatory guidelines and implementing necessary process updates

• Strong knowledge of RBI guidelines, Banking Ombudsman Scheme, and regulatory complaint handling
• Excellent communication and drafting skills to present the bank's position clearly and professionally
• Customer-centric mindset with a focus on driving service excellence
• Good analytical and problem-solving skills
• Ability to manage pressure and handle sensitive issues discreetly
• Proficient in MS Office and complaint management systems
• A graduate or postgraduate degree is preferred, ideally in Commerce, Fice, Law, or Business Administration; additional certifications in banking or compliance are optional but preferred