Wholesale Banking Escalations & Regulatory Grievance Management

Job description

Role & responsibilities • Lead and manage the Wholesale Banking Escalation Desk, ensuring timely resolution of complex customer complaints and service escalations. • Handle regulatory complaints, statutory notices, and customer grievances in compliance with RBI guidelines, CPGRAM requirements, and internal policies. • Conduct root cause analysis of complaints and implement corrective and preventive actions to avoid recurrence. • Drive customer experience improvement initiatives through complaint trend analysis, customer feedback monitoring, and NPS enhancement programs. • Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams to ensure effective and timely issue resolution. • Monitor and manage statutory, regulatory, and cybercrime-related notices, ensuring adherence to legal and regulatory timelines. • Prepare MIS reports, dashboards, escalation analytics, and management reviews to provide insights on service quality and complaint trends. • Strengthen governance, risk management, and process improvement frameworks to enhance operational efficiency, regulatory compliance, and customer satisfaction. Preferred candidate profile • 8-12 years in Banking Operations, Escalation Management, or Wholesale Banking. • Experience in customer grievance redressal and regulatory complaint handling. • Knowledge of RBI regulations, Ombudsman cases, and statutory notices. • Exposure to cyber fraud, account freeze/de-freeze cases, and law enforcement requests preferred. Key Skills • Wholesale Banking • Escalation Management • Customer Grievances • Regulatory Compliance • Statutory Notices • Root Cause Analysis • Stakeholder Management • MIS & Reporting • Risk Management • Customer Experience (CX)