Principal Nodal Officer

Finagle Financial Services; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Finagle Financial Services seeks an experienced compliance and regulatory affairs professional to act as the primary liaison with the RBI Ombudsman and oversee end-to-end grievance redressal. The role requires maintaining compliance records, coordinating with operations, legal, and customer service to resolve escalated cases, and reporting to RBI and authorities.

Ideal candidates will have extensive experience with regulators such as RBI, SEBI, or IRDAI, and a strong grasp of RBI Ombudsman

Qualifications

• 45 years of experience in compliance, legal, audit, or regulatory affairs, preferably in NBFCs, banks, or fintechs.
• Proven experience in direct liaison with regulators such as RBI, SEBI, or IRDAI.
• Strong understanding of RBI’s Ombudsman Scheme and NBFC grievance redressal guidelines.
• Excellent communication and negotiation skills, with the ability to handle sensitive customer issues tactfully.

Responsibilities

• Act as the primary liaison between the NBFC and the RBI Ombudsman, ensuring timely and accurate responses to queries and complaints.
• Oversee the end-to-end grievance redressal process, ensuring resolution within prescribed timelines and in line with RBI guidelines.
• Maintain and update regulatory compliance records, including complaint registers, audit trails, and periodic reports.
• Coordinate with internal departments (operations, legal, compliance, and customer service) to investigate and resolve escalated cases.
• Monitor complaint trends to identify systemic issues and recommend process improvements to prevent recurrence.
• Conduct periodic training sessions for staff on grievance handling, regulatory updates, and customer communication best practices.
• Prepare and submit quarterly and annual compliance reports to the RBI and other relevant authorities.

Skills

Regulatory liaison

Regulatory compliance

Stakeholder management

Communication skills

Job description

What you will do:

• Act as the primary liaison between the NBFC and the Reserve Bank of India (RBI) Ombudsman, ensuring timely and accurate responses to all queries and complaints.
• Oversee the end-to-end grievance redressal process, ensuring resolution within prescribed timelines and in line with RBI guidelines.
• Maintain and update regulatory compliance records, including complaint registers, audit trails, and periodic reports.
• Coordinate with internal departmentsoperations, legal, compliance, and customer serviceto investigate and resolve escalated cases.
• Monitor complaint trends to identify systemic issues and recommend process improvements to prevent recurrence.
• Conduct periodic training sessions for staff on grievance handling, regulatory updates, and customer communication best practices.
• Prepare and submit quarterly and annual compliance reports to the RBI and other relevant authorities.

What You'll Bring

• 45 years of experience in compliance, legal, audit, or regulatory affairspreferably in NBFCs, banks, or fintech companies.
• Proven experience in direct liaison with regulators such as RBI, SEBI, or IRDAI.
• Strong understanding of RBI’s Ombudsman Scheme and NBFC grievance redressal guidelines.
• Excellent communication and negotiation skills, with the ability to handle sensitive customer issues tactfully.
• Strong organisational skills and attention to detail, with the ability to manage multiple cases simultaneously.