Division Lead - Retail Operations RCC Recon

Idfc First Bank Limited; Thane; On-site; INR 2,200,000 - 3,500,000; Full time

Job summary

Idfc First Bank Limited in Thane seeks a Division Lead to oversee RCC Dispute operations within Recon, Compliance & Controls. The role focuses on refining complaint management, improving turnaround times, root-cause analysis, and automating processes to elevate customer satisfaction.

The candidate will lead a team, collaborate with regulators and member banks, and present insights to senior management while embedding strong controls and governance across the dispute lifecycle.

Qualifications

• 6+ years in dispute resolution or compliance within banking/financial services.
• Strong knowledge of regulatory guidelines and complaint handling.
• Experience leading teams and driving automation initiatives.

Responsibilities

• Lead the dispute resolution process ensuring regulatory compliance.
• Collaborate with regulators for issue handling and monitoring.
• Drive root cause analysis to improve processes.
• Oversee reporting on disputes and compensation to management.
• Drive automation and control improvements across processes.
• Manage team and vendor relationships; conduct audits.
• Present issues and opportunities to senior management.

Skills

Leadership

Regulatory know-how

Analytical skills

Automation

Stakeholder engagement

Vendor management

Communication

Strategic thinking

Education

Graduate

Postgraduate

Job description

Job Requirements

About the Role

The Division Lead – Retail Operations RCC Dispute (H) in the Recon, Compliance & Controls department is responsible for overseeing the customer dispute resolution process in alignment with regulatory and network-defined guidelines. This role focuses on improving complaint management structures, driving root cause analysis, enhancing turnaround times (TAT), and automating processes to elevate customer satisfaction. The position demands a customer-centric mindset, strong leadership, and a strategic approach to operational excellence.

Key Responsibilities

Primary Responsibilities

• Lead the dispute resolution process, ensuring compliance with regulatory and network guidelines.
• Collaborate with external regulatory bodies for issue handling and monitoring.
• Work with the Operational Excellence team to generate management information and establish best practices for complaint handling.
• Utilize root cause analysis findings to drive process improvements.
• Maintain thorough knowledge of regulatory and network guidelines related to dispute resolution.
• Manage the team and ensure adherence to defined rules for complaint resolution.
• Prepare accurate reports on disputes and customer compensation for senior management and external stakeholders.
• Identify manual error-prone areas and implement strong control mechanisms.
• Drive automation of manual processes to improve efficiency.
• Coordinate with member banks and regulators to resolve good faith disputes.
• Develop a comprehensive understanding of related processes and interdependencies across teams.
• Present critical issues, growth opportunities, and process enhancements to senior management for approval.

Secondary Responsibilities

• Manage third-party vendors effectively.
• Analyze reconciliation data and related reports to identify trends and issues.
• Participate in committee meetings with card/digital networks and regulators.
• Conduct stakeholder and branch visits.
• Benchmark operational processes and products against industry peers.

Managerial & Leadership Responsibilities

• Lead and manage the dispute resolution team.
• Review operational metrics and ensure performance standards are met.
• Oversee internal and external audits.
• Drive automation and process re-engineering initiatives.
• Provide guidance and support to team members, resolving concerns and escalating when necessary.

What We Are Looking For

Education

• Graduate: Graduate in any discipline from a recognized institution.
• Postgraduate: Postgraduate in any discipline from a recognized institution.

Experience

• Minimum 6 years of relevant experience in dispute resolution, operations, or compliance within the banking or financial services sector.

Skills and Attributes

• Deep understanding of complaint handling and regulatory requirements.
• Strong leadership and team management skills.
• Excellent analytical and research capabilities.
• Proven ability to drive automation and process improvements.
• Effective communication and stakeholder engagement skills.
• Experience in vendor management and audit handling.
• Strategic thinking with a customer-centric approach.