RO: Service Recovery - Nodal Officer

Role Summary:
The Nodal Officer (NO) acts as the key liaison between the Bank, regulatory body - RBI Ombudsman, and customers for grievance redressal The role ensures timely and fair resolution of escalated complaints while maintaining regulatory compliance and enhancing customer trust

:
1 Regulatory Grievance Redressal: o Handle and ensure end-to-end resolution of customer complaints received through regulatory body like RBI Ombudsman o Prepare detailed case responses and represent the Bank s position with accuracy and fairness 2 Compliance & Liaison: o Act as the regional point of contact for regulatory escalations o Liaise with internal departments to gather information, investigate complaints, and prepare timely responses for regulators o Monitoring and managing operational risks associated with banking activities, including fraud prevention and mitigation and to take steps to avoid those risks in future 3 Customer Experience & Service Recovery: o Ensure complaints are addressed in the spirit of customer centricity, regulatory adherence, and service excellence o Identify recurring issues or root causes and drive corrective action with respective teams o Prepare RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank o Ensure NIL Award is issued for Bank o Convert maintainable complain to non-maintainable with discussion with RBIO and reduce cost for Bank 4 Team Management & Governance: o Lead and mentor a team of Complaint Handling Officers (CHOs) managing escalated cases o Act as a point of escalation for RBIO customer complaints and ensure adherence to TAT (Turnaround Time) and regulatory guidelines for complaint closure

5 Audit & MIS:
o Maintain accurate records of complaints, actions taken, and outcomes o Provide regular reports to senior management on complaint trends, risk indicators, and regulatory compliance 6 Policy Implementation: o Ensure compliance with the Bank s Grievance Redressal Policy and regulatory requirements o Keep abreast of changes in regulatory guidelines and implement necessary process updates

Key Skills & Competencies:
Strong knowledge of RBI guidelines, Banking Ombudsman Scheme, and regulatory complaint handling Excellent communication and drafting skills ability to present the Bank s position clearly and professionally Strong customer-centric mindset and ability to drive service excellence Good analytical and problem-solving skills Ability to manage pressure and handle sensitive issues with discretion Proficient in MS Office and complaint management systems

Educational Qualifications:
Graduate / Postgraduate (preferably in Commerce, Finance, Law, or Business Administration) Additional certifications in banking or compliance (optional but preferred)

Experience Required:
8 15 years of experience in banking, with at least 3 5 years in grievance redressal, customer service, or compliance roles