Senior Specialist-Process Auditor

IDFC FIRST Bank; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

IDFC FIRST Bank in Navi Mumbai is seeking a Senior Specialist – Process Auditor in the Customer Experience team. The role is focused on ensuring regulatory compliance, process integrity, and operational excellence through audits and control testing.

The ideal candidate should possess strong analytical and problem-solving skills, as well as experience in process audits and regulatory reporting. Key responsibilities include reviewing complaint documentation, managing regulatory submissions, and preparing reports for various stakeholders.

Qualifications

• Relevant experience in process audits, regulatory reporting, or customer service operations preferred.

Responsibilities

• Review complaint documentation and update based on recent RBI guidelines.
• Ensure proper complaint tagging in the CRM system.
• Perform regulatory submissions as per defined timelines.
• Execute control testing and submit reports to the Risk team.
• Prepare data for internal and RBI audits.

Skills

Strong analytical skills

Excellent communication skills

Problem-solving skills

Stakeholder management abilities

Proficiency in preparing reports and dashboards

Customer-centric mindset

Familiarity with regulatory frameworks

Education

Graduate in any discipline

Job description

Job Requirements

About the Role. As a Senior Specialist – Process Auditor in the Customer Experience team, you will be responsible for ensuring regulatory compliance, process integrity, and operational excellence through regular audits and control testing. Based in Navi Mumbai, your role involves reviewing complaint data, managing regulatory submissions, and collaborating with stakeholders to implement corrective actions and process improvements.

Key Responsibilities

Primary Responsibilities

• Review complaint documentation as per defined frequency and update based on recent RBI guidelines.
• Ensure consistent understanding of complaint definitions across all frontline units.
• Conduct checks on calls to verify proper complaint tagging in the CRM system.
• Review complaint data and ensure timely reporting to internal and external stakeholders.
• Perform regulatory submissions as per defined timelines and formats.
• Execute control testing and submit reports to the Risk team.
• Prepare and share data for internal, statutory, and RBI audits.
• Follow up with stakeholders to ensure timely closure of audit observations.
• Maintain and update the Risk Control Matrix (RCM) regularly.
• Act as an auditee for various audits at the Customer Delivery Center (CDC).
• Identify complaint trends and coordinate with stakeholders for corrective actions.
• Liaise with Risk and Compliance teams for implementation of new regulations and processes.
• Release monthly dashboards on regulatory audits conducted by the team.

Secondary Responsibilities

• Demonstrate strong analytical skills and attention to detail.
• Take initiative and show self-motivation in daily tasks.
• Communicate effectively, both verbally and in writing.
• Meet tight daily and monthly deadlines.
• Prepare reports and presentations (PPTs) for stakeholders.
• Exhibit strong interpersonal skills to engage with cross-functional teams.

What We Are Looking For

Education

• Graduate in any discipline.

Experience

• Relevant experience in process audits, regulatory reporting, or customer service operations preferred.

Skills and Attributes

• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in preparing reports, dashboards, and presentations.
• Ability to manage multiple tasks and meet deadlines.
• Customer‑centric mindset with a focus on compliance and quality.
• Familiarity with regulatory frameworks and audit processes.