AVP - Customer Experience

Weekday AI (YC W21); Thane; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Weekday AI (YC W21) client role in Thane, Maharashtra seeks a seasoned leader with 15+ years in Financial Services/NBFC to head Customer Grievance Redressal. You will oversee high-severity complaints from RBI CMS, CPGRAMS, and regulatory portals, ensuring adherence to policy and SLA benchmarks.

You’ll drive RCAs, collaborate with Tech, Ops, Risk, and Legal, and report to the Board with dashboards. This role requires strong drafting, leadership, and data-driven process improvements.

Qualifications

• 15+ years of total experience in Customer Service / Grievance Redressal within Banking/NBFC

Responsibilities

• Escalation & Grievance Redressal Management End-to-End Handling from Regulatory & Govt. Portals
• Regulatory Compliance & RBI Reporting
• Draft and review regulatory/legal responses (RBI CMS, Consumer Courts)
• Prepare periodic grievance reports, dashboards and returns for Board, Risk Committee, and Regulators
• Lead, mentor and manage grievance handling teams and liaise with internal/external stakeholders
• Collaborate with Operations, Product, IT, and Risk to streamline customer journeys and reduce grievances
• Periodically review and update Grievance Redressal Policy; enhance CRM workflows

Skills

RBI

Regulatory knowledge

Communication skills

Leadership

Analytical skills

Education

Bachelor's degree

Post-graduate degree / MBA / LL.M

Job description

This role is for one of Weekday's clients

Min Experience: 15+ years

Location: Thane, Maharashtra, India, Mumbai, Maharashtra, India

JobType: full-time

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.

Requirements

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 RBI's 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 company's 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 situations calmly and professionally
• Analytical Skills: Strong data interpretation abilities to translate complaint trends into actionable process changes

Education Qualification

Bachelor's degree in any discipline (Mandatory).

Post-graduate degree / MBA / Master's in Law (LL.B / LL.M) is highly preferred.

Must-have skills

• RBI

Good-to-have skills

• escalation
• customer experience
• grievence