Customer Service Manager Mumbai

Abacus Consultants; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Abacus Consultants in Mumbai is seeking a dedicated Compliance Specialist to manage and resolve customer complaints across RBI CMS, CPGRAMS, and internal channels. You will draft regulatory responses, perform RCA investigations, and coordinate with multiple teams to ensure timely closure within regulatory timelines.

The role requires strong knowledge of RBI directives, grievance frameworks, and excellent stakeholder management.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CMS knowledge

CPGRAMS

RBI guidelines

Grievance redressal

Regulatory drafting

RCA reports

Stakeholder management

Cross-functional coordination

Analytical

MS Excel

PowerPoint

Tools

MS Excel

PowerPoint

MIS reporting

Job description

Job Description:

JD : Key Responsibilities

• 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

Requirements: