Customer Service Manager

Protium Finance Limited; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Protium Finance Limited is seeking an Assistant Manager/Deputy Manager to lead complaint management and regulatory responses in Mumbai. The role involves drafting, approvals, and ensuring timely closure of escalations through RBI CMS, CPGRAMS, and internal channels.

You will coordinate with multiple departments to resolve issues, conduct root cause analyses, and drive improvements in customer experience while ensuring compliance with regulatory guidelines.

Qualifications

• Experience with RBI Master Directions and Fair Practices Code.
• Draft regulatory responses and RCA reports.
• Strong stakeholder coordination across departments and functions.

Responsibilities

• Manage and resolve complaints through RBI CMS, CPGRAMS, Senior Management and customer channels.
• Draft high-quality responses for regulatory and customer escalations and obtain approvals before submission.
• Ensure timely and accurate closure of complaints within regulatory and internal TATs.
• Conduct detailed investigations, identify root causes, and prepare RCA reports.
• Coordinate with Operations, Collections, Credit, Legal, Risk, Sales and others for resolution.
• Monitor complaint trends and recommend corrective actions.
• Ensure compliance with RBI Master Directions, Fair Practices Code and grievance redressal guidelines.
• Maintain documentation for audits, inspections and regulatory reviews.
• Drive process improvements to enhance customer experience and reduce complaints.

Skills

CMS

CPGRAMS

RBI Guidelines

Grievance handling

Stakeholder management

Regulatory drafting

MIS reporting

MS Excel

PowerPoint

Tools

MS Excel

PowerPoint

Job description

JD : Key Responsibilities ( Assistant Manager / Deputy Manager )

• Manage and resolve complaints received through RBI CMS, CPGRAMS, Senior Management, and customer grievance channels.
• Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission.
• Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs.
• Conduct detailed investigations, identify root causes, and prepare comprehensive Root Cause Analysis reports.
• Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints.
• Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions.
• Ensure compliance with RBI Master Directions, Fair Practices Code, and grievance redressal guidelines.
• Maintain proper documentation and records for audits, inspections, and regulatory reviews.
• Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.

Preferred Skills & Competencies

• Strong knowledge of CMS, CPGRAMS, RBI Master Directions, Fair Practices Code, and grievance redressal frameworks.
• Excellent written and verbal communication skills with strong drafting capabilities.
• Proven experience in preparing regulatory responses, RCA reports, and management updates.
• Strong stakeholder management and cross-functional coordination skills.
• Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously.
• Sound analytical, problem-solving, and decision-making skills with keen attention to detail.
• Proficiency in MS Excel, PowerPoint, and MIS reporting.

Preferred Industry Experience

• Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage.

Candidate Profile

• Highly accountable, proactive, and responsive individual.
• Strong ownership mindset with the ability to work independently in a critical role.
• Looking for a candidate who is committed to building a long-term career and growing within the organization.