Key Jobs to be done-

Enforce the Board approved Grievance redressal policy in the Bank Monitor the handling of RBI Complaints in Bank , both in quantitive and qualititve aspects Update management on the progress of complaints (TAT, important notifications from RBI, Challenges in resolving complaints) Review all level 2 and above complaints for adequacy before representation to Internal Ombudsman Monitor implementation of advisories/ awards received under the Banking ombudsman scheme Review customer service aspects in the Bank and initiate prompt corrective action wherever service quality /skill gaps have been noticed through process transformation on an ongoing basis Ensure timely and effective compliance of RBI instructions on customer complaint handling in tune with the spirit and intent of such instructions Attending all Nodal meetings as asked by RBI on timely basis Work closely with RBI dealing officers for smooth handling of all complaints assigned by RBI Ensure closure of RBI complaints , as per TAT defined under Banking Ombudsman scheme 2006

Deliverables

Compliance Adherence  TAT Adherence Quality of resolution  SOP Adherence

Demonstrate 

Problem solving approach  Strong Communication Skills  Strong Follow-Up with internal stakeholders Knowledge of RBI Circulars