AVP - Customer Experience

Credit Saison India; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Credit Saison India seeks an AVP for Customer Grievance & Escalation Management to lead the end-to-end handling of high-priority complaints and regulatory escalations. The role requires deep RBI CMS and Ombudsman exposure, strong regulatory drafting skills, and strategic oversight of the GRO desk and external bodies.

You will partner with Legal, IT, Risk, Operations, and Product to implement robust processes, improve customer journey resilience, and ensure timely reporting to the Board and

Qualifications

• 15+ years of total experience in Customer Service / Grievance Redressal within Banking or NBFC.
• Proven track record in RBI CMS, Ombudsman cases, CPGRAMS, and Nodal/GRO escalations.
• Deep understanding of RBI guidelines for NBFCs, Fair Practices Code, and Consumer Protection laws.
• Exceptional written and verbal communication skills for regulatory and legal responses.
• Strong team leadership with ability to manage high-stress situations.

Responsibilities

• Direct and manage high-severity, critical customer complaints from regulatory portals and internal channels.
• Conduct root-cause analyses and drive cross-functional improvements to prevent recurrence.
• Ensure RBI reporting and regulatory compliance with timely, high-quality responses.
• Lead and mentor grievance handling teams and coordinate with Legal, IT, Risk, Operations, and Product.

Skills

Customer service

Grievance redressal

Regulatory knowledge

Written communication

Leadership

Tools

CRM systems

Job description

About Credit Saison

Established in 2019, Credit Saison India (CS India) is one of the countrys fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting Indias huge gap for credit, especially with underserved and under penetrated segments of the population.

Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.

Currently, Credit Saison India has a branch network of 80+ physical offices, 2.06 million active loans, an AUM of over US$2B and an employee base of about approx ~2000 employees.

Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.

Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japans largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison Internationals global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.

Job Title: AVP Customer Grievance & Escalation Management

Position Overview

We are seeking a seasoned leader with 15+ years of experience in the Financial Services/NBFC sector to head our Customer Grievance Redressal function. The candidate will be responsible for overseeing, managing, and resolving critical customer complaints coming from high-priority escalation channels, ensuring strict adherence to regulatory guidelines (RBI, CPGRAMS) and internal SLA benchmarks.

Key Responsibilities

• Escalation & Grievance Redressal Management End-to-End Handling: Direct and manage high-severity, critical, and escalated customer complaints originating from: Regulatory & Govt. Portals: RBI (CMS/Integrated Ombudsman Scheme), CPGRAMS, Ministry of Corporate Affairs (MCA), National Consumer Helpline (NCH), etc. Internal Channels: Grievance Redressal Officer (GRO) desk, Principal Nodal Office line, Board/Executive escalations. External Platforms: Consumer Courts, Legal notices, Social Media escalations, and Media queries.
• Root Cause Analysis (RCA): Conduct deep-dive RCAs for recurring complaints, identify process or policy gaps, and collaborate with cross-functional teams (Tech, Operations, Collections, Product) to implement preventive measures.
• Regulatory Compliance & RBI Reporting: Ensure strict adherence to the RBIs Integrated Ombudsman Scheme and internal Grievance Redressal Policy. Draft and review high-quality, legally compliant responses for RBI CMS portal, Consumer Courts, and regulatory authorities.
• Prepare and submit periodic grievance reports, dashboards, and returns to the Board, Risk Committee, and Regulatory bodies within stipulated timelines.
• Team Leadership & Stakeholder Management: Lead, mentor, and build a high-performing team of grievance handling managers and specialists. Act as the primary bridge between the NBFC, internal legal team, external legal counsels, and regulatory nodal offices. Work closely with Operations, Product, IT, and Risk teams to streamline customer journeys and reduce grievance influx.
• Process Excellence & System Improvement: Periodically review and update the companys Grievance Redressal Policy in line with evolving regulatory directives. Enhance tracking systems/CRM workflows to ensure seamless routing, assignment, tracking, and closure of complaints within defined SLAs.

Candidate Profile & Requirements

• Experience: 15+ years of total experience in Customer Service / Grievance Redressal within a Banking or Non-Banking Financial Company (NBFC) setup.
• Core Expertise: Proven track record in handling RBI CMS, Ombudsman cases, CPGRAMS, and Nodal/GRO escalations.
• Regulatory Knowledge: Deep understanding of RBI guidelines for NBFCs, Fair Practices Code (FPC), and Consumer Protection laws.
• Communication Skills: Exceptional written and verbal communication skills with a strong ability to draft formal regulatory and legal responses.
• Leadership: Strong team management skills with a proven track record of handling high-stress .