Team Lead : Grievance

Key Responsibilities

• Acknowledge and resolve customer complaints within defined

  turnaround times (TAT)

  .
• Maintain a

  grievance redressal system

  to track, monitor, and close complaints.
• Ensure strict adherence to

  RBI and other regulatory guidelines

  related to collections and grievance redressal.
• Prepare and maintain

  reports for regulatory audits and internal reviews

  .
• Communicate resolutions to customers clearly, empathetically, and professionally.
• Coordinate with

  legal and compliance teams

  on complaints with legal implications.
• Liaise with

  partner NBFCs and financial institutions

  as required.

• Work closely with

  Risk, Collections, Legal, FinOps, and Customer Service

  teams to resolve collection-related complaints.
• Identify

  recurring issues in collections grievances

  and suggest process improvements.
• Ensure fair treatment of customers while balancing business needs and regulatory requirements.
• Track repayment-related escalations and implement corrective actions to minimize repeat issues.

• Lead a small

  grievance redressal/collections complaint handling team

  .
• Support and conduct

  training sessions for internal collections and customer service teams

  on grievance handling and regulatory expectations.
• Maintain complete and accurate

  records of grievances and resolutions

  .
• Drive a culture of

  compliance, accountability, and customer-first mindset

  across the collections team.

Requirements

• 3 7 years of experience in

  grievance handling, customer complaints, or collections dispute resolution

  .
• Prior experience in

  fintech, NBFC, banking, or regulated financial services

  is preferred.
• Strong knowledge of

  RBI grievance redressal and collections compliance guidelines

  .
• Excellent communication, negotiation, and documentation skills.
• Experience in handling

  collections-related complaints

  (repayment issues, disputes, settlement escalations).
• Familiarity with

  CRM systems, ticketing tools, and reporting dashboards

  .
• Ability to work with

  cross-functional teams

  under tight deadlines.
• Leadership experience in managing small teams is desirable.