AVP - Customer Experience

Neemtree Internet; Thane; On-site; INR 4,200,000 - 6,200,000; Full time

Job summary

Neemtree Internet in India seeks a seasoned leader with 15+ years in Financial Services/NBFC to head Customer Grievance Redressal. The role oversees high-priority escalations from RBI CMS, CPGRAMS and regulatory portals, ensuring compliance with internal SLAs.

You will lead a team of grievance professionals, collaborate with Tech, Operations, and Legal, perform RCAs, and drive process improvements to reduce escalation volumes. Strong drafting and stakeholder management are essential.

Qualifications

• 15+ years of total experience in Customer Service / Grievance Redressal within Banking/NBFC setups.
• Proven track record handling RBI CMS, Ombudsman, CPGRAMS, and Nodal/GRO escalations.
• Deep understanding of RBI guidelines for NBFCs and Consumer Protection laws.
• Excellent written and verbal communication with ability to draft regulatory responses.
• Strong leadership with experience managing high-stress escalation situations.
• Analytical skills to translate complaint trends into process changes.

Responsibilities

• Escalation & Grievance Redressal Management across high-severity channels.
• Ensure regulatory compliance and RBI reporting with timely submissions.
• Lead and mentor a team of grievance handling professionals; liaise with legal and regulatory bodies.
• Drive process improvements, RCA, and cross-functional collaboration to reduce escalations.

Skills

Grievance Redressal

Regulatory Compliance

RBI Reporting

Team Leadership

Stakeholder Management

Root Cause Analysis

Process Improvement

Data Analytics

Education

Bachelor's degree

MBA

LLB/LLM

Job description

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

1. 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.
2. 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.
3. 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.
4. 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.