Team Member-Transaction screening-HO & SUPPORT-Business Process Management Group

Kotak Mahindra Bank; Mumbai; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Kotak Mahindra Bank in Mumbai seeks a GRM Specialist to manage dispute cases via the MHA GRM Portal. You will ensure timely action within defined TAT and coordinate with regulators, branches, and internal teams to resolve incidents efficiently.

You will maintain GRM actioned MIS, dashboards, repositories and trackers, generate senior management reports, train branches on dispute handling, and ensure compliance with internal processes and regulatory guidelines in a fast-paced banking environment.

Qualifications

• Knowledge of banking operations, regulatory guidelines and compliance requirements.
• Ability to manage multiple tasks, prioritize workload and meet deadlines.
• Experience in handling customer disputes, regulatory escalations and cyber fraud-related cases.
• Experience in coordinating with internal stakeholders, branches, regulators and external agencies.
• Proficiency in MIS reporting, dashboard preparation and data analysis through portal.
• Exposure to digital banking processes, onboarding controls, grievance handling and risk monitoring.

Responsibilities

• Handle dispute cases received through the MHA GRM Portal and ensure timely action on GRM Cases within defined TAT.
• Approve GRM cases as per defined SOP basis customer due diligence
• Action on Revocation letter Provided by IO/LEA post investigation of GRM case
• Coordinate with MHA for technical issues, queries and escalations
• Ensure TAT and quality is maintained for each GRM case
• Guide and train branches on raising dispute cases and resolving GRM related issues.
• Handle escalations from branches and internal stakeholders.
• Maintain GRM actioned MIS, dashboards, Repositories and trackers. Ensure submit reports to senior management on time.
• Respond to queries and calls from cyber authorities, branches and internal teams.
• Coordinate with various internal departments for system upgrades, process changes and enhancements.
• Ensure compliance with internal processes, regulatory guidelines and operational requirements.

Skills

Banking operations

Multi-tasking

Customer disputes

Stakeholder coordination

MIS reporting

Analytical skills

Digital banking exposure

Job description

• Handle dispute cases received through the MHA GRM Portal and ensure timely action on GRM Cases within defined TAT.
• Action on Revocation letter Provided by IO/LEA post investigation of GRM case
• Coordinate with MHA for technical issues, queries and escalations
• Ensure TAT and quality is maintained for each GRM case
• Guide and train branches on raising dispute cases and resolving GRM related issues.
• Handle escalations from branches and internal stakeholders.
• Maintain GRM actioned MIS, dashboards, Repositories and trackers. Ensure submit reports to senior management on time.
• Respond to queries and calls from cyber authorities, branches and internal teams.
• Coordinate with various internal departments for system upgrades, process changes and enhancements.
• Ensure compliance with internal processes, regulatory guidelines and operational requirements.

Key Responsibilities: GRM

• Handle dispute cases received through the MHA GRM Portal and ensure timely action on GRM Cases within defined TAT.
• Approve GRM cases as per defined SOP basis customer due diligence
• Action on Revocation letter Provided by IO/LEA post investigation of GRM case
• Coordinate with MHA for technical issues, queries and escalations
• Ensure TAT and quality is maintained for each GRM case
• Guide and train branches on raising dispute cases and resolving GRM related issues.
• Handle escalations from branches and internal stakeholders.
• Maintain GRM actioned MIS, dashboards, Repositories and trackers. Ensure submit reports to senior management on time.
• Respond to queries and calls from cyber authorities, branches and internal teams.
• Coordinate with various internal departments for system upgrades, process changes and enhancements.
• Ensure compliance with internal processes, regulatory guidelines and operational requirements.

Required Skills & Experience

• Knowledge of banking operations, Regulatory guidelines and Compliance requirements.
• Ability to manage multiple tasks, prioritize workload and meet deadlines.
• Experience in handling customer disputes, regulatory escalations and cyber fraud-related cases.
• Experience in coordinating with internal stakeholders, branches, regulators and external agencies.
• Proficiency in MIS reporting, dashboard preparation and data analysis through portal
• Strong analytical, problem-solving and communication abilities.
• 2-5 Years of Experience in banking operations, Customer handling, fraud risk management and grievance redressal functions.
• Exposure to digital banking processes, onboarding controls, Grievance handling and risk monitoring frameworks/rules will be an added advantage.