Lead - GRT

Aditya Birla Capital; Maharashtra; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Aditya Birla Capital is seeking an experienced Grievance Redressal leader to oversee 360-degree analysis of complaints, influence stakeholders, and manage the NBFC's grievance framework. You will guide regulatory interpretation and ensure governance with auditors and regulators, leading a team of Team Leads and specialists.

The role focuses on ensuring compliance with consumer protection guidelines, grievance redressal, and fair business practices, while driving key metrics and reporting to

Qualifications

• Experience in grievance redressal within NBFCs or financial services.
• Strong knowledge of consumer protection and regulatory guidelines.
• Ability to lead a team of Team Leads and specialists.

Responsibilities

• Ensuring the NBFC is compliant with regulatory & internal guidelines on overall scope of Services.
• Ensuring new regulations are implemented across services.
• Work closely on escalated complaints from regulator to determine the efficacy of processes and controls.
• Translate all new/updated Services related regulations into actionable items.
• Ensure that all teams have implemented the guidelines in line with internal compliance standards based on regulatory requirements.
• Ensure the NBFC is compliant with all regulatory circulars covering Customer Services.
• Facilitating and monitoring Banking Ombudsman actionable, Adhoc requirements – RBI, BO, NCH
• Ensuring Regulatory Reporting viz Annually, Half yearly and Quarterly reporting as per RBI /IRDA regulations RBS Tranche I, IA, III

Skills

360-degree analysis

Stakeholder management

Regulatory interpretation

Team leadership

Governance framework

Job description

• Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.
• Managing the Grievance Redressal framework of the NBFC and ensure they run efficiently and smoothly
• To provide interpretation of Regulatory guidelines around the themes of Consumer Protection, Grievance Redressal, Fair Business Practices, Customer Service and other circulars having a bearing on complaints in to implementation of BAU workflow
• Lead a team of Team Leads who in turn will lead Complaints management specialists and providing them with tactical leadership to effectively manage key metrics including but not limited to TAT, Quality of resolution, First Pass through (FPT) and containment to complaint to the next level& direction to Audit & compliance; drive the framework of governance within the vertical & being the face to Regulatory stakeholders.

Primary Purposes

• Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.
• Managing the Grievance Redressal framework of the NBFC and ensure they run efficiently and smoothly
• To provide interpretation of Regulatory guidelines around the themes of Consumer Protection, Grievance Redressal, Fair Business Practices, Customer Service and other circulars having a bearing on complaints in to implementation of BAU workflow
• Lead a team of Team Leads who in turn will lead Complaints management specialists and providing them with tactical leadership to effectively manage key metrics including but not limited to TAT, Quality of resolution, First Pass through (FPT) and containment to complaint to the next level& direction to Audit & compliance; drive the framework of governance within the vertical & being the face to Regulatory stakeholders.

Ensure that the GRT Unit is compliant with all Regulatory requirements, emanating from the regulator, Internal & external Auditors

Key Responsibilities

Ensuring the NBFC is compliant with regulatory &internal guidelines on overall scope of Services.

Ensuring new regulations are implemented across services

Work closely on escalated complaints from regulator to determine the efficacy of processes and controls

Translate all new/updated Services related regulations into actionable items

Ensure that all teams have implemented the guidelines in line with internal compliance standards based on regulatory requirements

Ensure the NBFC is compliant with all regulatory circulars covering Customer Services

Facilitating and monitoring Banking Ombudsman actionable, Adhoc requirements – RBI, BO, NCH

Ensuring Regulatory Reporting viz Annually, Half yearly and Quarterly reporting as per RBI /IRDA regulations RBS Tranche I, IA, III