Customer Care Executive

TVS Credit Services Ltd; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TVS Credit Services Ltd in Chennai is seeking a senior professional to lead the complaint governance and RCA program, ensuring alignment with RBI rules and internal policies.

You will drive CAPA management, coordinate with RBI and internal teams, and deliver analytics and dashboards to enable timely, compliant resolutions and continual improvement.

Responsibilities

• Lead organization-wide complaint management and RCA framework per RBI guidelines.
• Oversee closure of critical/high-impact complaints with timely, effective resolution.
• Drive CAPA identification, implementation and monitoring to prevent recurrence.
• Maintain CAPA tracker and ensure cross-functional adherence to timelines.
• Coordinate RBI regulations, handle RBI CPGRAMS, CMS, Ombudsman escalations.
• Liaise with RBI officials and grievance redressal cells for updates.
• Collaborate with Risk, Operations, Collections, IT and Product to fix systemic gaps.
• Chair or participate in CX governance meetings and escalation reviews.
• Develop complaint analytics dashboards and insights for leadership reviews.
• Drive process improvements and automation to reduce complaint volumes.
• Ensure regulatory and internal audit readiness and timely responses.

Job description

Role & responsibilities

• Complaint Governance & RCA Leadership:
  Lead organization-wide complaint management and RCA framework in line with internal policies and regulatory requirements.
  Oversee closure of critical and high-impact complaints, ensuring timely and effective resolution
• Corrective & Preventive Action (CAPA) Management:
  Drive identification, implementation, and monitoring of CAPA to prevent recurrence of issues.
  Maintain CAPA tracker and ensure cross-functional adherence to timelines
• Regulatory & RBI Coordination:
  Well versed with RBI regulations and guidelines
  Handle RBI and other external audits
  Handle escalations received through RBI CPGRAMS / CMS / Ombudsman portals and ensure prompt and compliant responses.
  Liaise directly with RBI officials and grievance redressal cells for updates, clarifications, and hearings as required.
  Ensure compliance with RBI grievance redressal guidelines and timely submission of reports and responses
• Cross-Functional Collaboration:
  Work closely with Risk, Operations, Collections, and IT, and Product teams to address systemic gaps.
  Chair or participate in CX governance meetings and escalation reviews
• Complaint Analytics & Insights:
  Analyze complaint data to identify trends, root causes, and process failures.
  Generate dashboards and insight reports for leadership and regulatory reviews
• Process & Service Excellence:
  Initiate process improvement and automation projects to enhance customer experience and reduce complaint volumes.
  Establish service quality metrics and track improvement outcomes
• Regulatory & Audit Readiness:
  Ensure adherence to RBI/NBFC grievance redressal guidelines and internal audit requirements.
  Manage responses to regulator or internal audit observations related to complaints
• People & Capability Building:
  Mentor the complaints and CX governance team, building analytical, investigation, and stakeholder-handling capabilities.
• Manage the interface with External / Internal Auditors; design controls to meet all regulatory & internal requirements