Customer Service Manager, Mumbai

JD : Key Responsibilities

• Manage and resolve complaints received through RBI CMS, CPGRAMS, Senior Management, and customer grievance channels.
• Draft high-quality responses for regulatory and customer escalations and obtain necessary approvals before submission.
• Ensure timely and accurate closure of complaints within prescribed regulatory and internal TATs.
• Conduct detailed investigations, identify root causes, and prepare comprehensive Root Cause Analysis reports.
• Coordinate with Operations, Collections, Credit, Legal, Risk, Sales, and other stakeholders for effective resolution of complaints.
• Monitor complaint trends, identify recurring issues, and recommend corrective and preventive actions.
• Ensure compliance with RBI Master Directions, Fair Practices Code, and grievance redressal guidelines.
• Maintain proper documentation and records for audits, inspections, and regulatory reviews.
• Drive process improvement initiatives to enhance customer experience and reduce complaint volumes.

Preferred Skills & Competencies

• Strong knowledge of CMS, CPGRAMS, RBI Master Directions, Fair Practices Code, and grievance redressal frameworks.
• Excellent written and verbal communication skills with strong drafting capabilities.
• Proven experience in preparing regulatory responses, RCA reports, and management updates.
• Strong stakeholder management and cross-functional coordination skills.
• Ability to work independently, handle pressure situations, and manage multiple priorities simultaneously.
• Sound analytical, problem-solving, and decision-making skills with keen attention to detail.
• Proficiency in MS Excel, PowerPoint, and MIS reporting.

Preferred Industry Experience

• Prior experience in an NBFC, preferably in the Retail Assets segment, will be an added advantage.

Candidate Profile