Principal Nodal Officer Job in Ujjivan Small Finance Bank Ltd

Job Summary

• Responsible to define and implement an effective functioning of customer grievance resolution mechanism (CGRM) across all channels of the Bank
• Responsible to implement, monitor and ensure timely and satisfactory resolution of customer complaints received through external and regulatory channels
• Responsible to keep abreast of and implement the Best Practices in tune with the industry, in the matter of Customer Services
• Establish and continuously improve a consistent compliance framework for implementation of regulatory guidelines on areas of CGRM, customer service and customer protection.
• Responsible to maintain updated/ various customer service related policies and ensure complete adherence to all the provisions of such policies

Responsible to report customer service governance aspects to Customer Service Committee of the Board, Standing Committee on Customer Service, and implement recommendations and guidelines provided by these committees

Primary Responsibilities

Business

Avoid financial loss, customer attrition and reputational risk that may arise due to poor service and ineffectiveness of CGRM, non-compliance to regulatory guidelines on customer service

• Avoid instances of presidential and critical complaints through effective monitoring on functioning of CGRM and staff education initiatives on adherence to customer service standards
• Analyse instances of compensation paid and mis-selling of products, which leads tocustomer dissatisfaction, revenue loss and regulatory risks; identify root causes, accountability and ways to reduce such complaints.
• Responsible to handle and respond to RBI audit related to CGRM and customer service, and to achieve satisfactory ratings, ensure no critical lapses which may lead to regulatory sanctions.

Customer

• Monitor and ensure internal grievance resolution units will adhere to SOPs while recording, acknowledging and appropriately responding to customer complaints received through all channels such as emails, branch, phone banking, letters, website, social media, consumer helpline, CPGRMs, CMS portals of BO and cyber cells
• Responsible for resolving all presidential complaints within TAT including those received through Banking Ombudsman, Media, Consumer Courts, IBA and RBI or Board members
• Responsible to implement and ensure effective functioning of Internal Ombudsman Scheme
• Coordination with customer complaint resolution system of vendors i.e. BC network operators such as NPCI, ATM service providers, suppliers etc
• Implement a mechanism to monitor quality and timeliness of complaint resolution, including monitoring of aging complaints, auto escalation of pending/rejected complaints, resolution of rejected complaints through internal ombudsman and quality audits of complaint resolution
• Develop centralized written responses / standard response templates for complaints received through digital channels and post
• Responsible for arranging appropriate communication and disclosures to customers through applicable channels on grievance redressal mechanism/ and ensure products and other relevant teams display/ communicate mandatory disclosures to customers
• Responsible to communicate with regulators and assisting with regulatory enquiries and inspections related to CGRM, customer service and banking code

Internal process

• Own and implement all customer service related policies, update the policies time to time as and when regulatory guidelines received, ensure annual review and renewal of policies
• Responsible to handle and respond to Internal Audit & Compliance monitoring reports, timely closure of observations and gaps, keep records of the same and implement process corrections to fix the gaps permanently
• Responsible for achieving satisfactory scores/ ratings for Service Quality dept. from internal audit and compliance monitoring.
• Ensure timely submission of reports/ data for RBI and other regulators, ensure correctness of the reports submitted.
• Establish an effective internal review mechanism and coordination with key stake holders anddepts which are involved in complaint resolution, investigation and settlements, to constantly improve CGRM
• Conduct RCAs periodically for high volume complaints, implement process corrections to reduce the complaint volumes. Report key risk aspects related to customer service and CGRM to Operational Risk dept of the Bank
• Reviewing and monitoring of complaints escalated to Internal Ombudsman, reducing no. of complaints escalated to internal Ombudsman by ensuring the handling of complaints judiciously and effectively
• Develop SOPs for providing operating guidelines on various customer service policies approved by Board, and keep them up-to-date
• Review of new / modifications of products and processes proposed by business & support functions, from the view point of banks service standards, suitability, transparency and customer protection.
• Ensure record keeping of all customer complaints and written correspondences by central and regional grievance redressal units, including proceedings of complaints handled through Internal Ombudsman, Banking Ombudsman and other external channels
• Responsible to complete timely submission of CERMO certification with accuracy, and to take steps to fill the gaps in certification if any.
• Organize meetings of Standing Committee on Customer Service, submit all mandatory reports that are required to be reviewed by Standing Committee and Board Committee on Customer Service. Ensure implementation of guidelines and advisories given by these committees

Learning & Performance

• Maintain up-to-date knowledge of various regulatory guidelines on customer service and CGRM / KYC / AML/ Insurance/ Fair Practices Code etc.
• Maintain up-to-date knowledge of Banking Ombudsman Scheme, Internal Ombudsman Scheme, guidelines from CEPC - Consumer Education & Protection Cell of RBI
• Adequate knowledge of industry best practices on CGRM and Customer Service
• Implement adequate training programs for grievances team and other key stakeholders/channels on CGRM and regulations related to customer service
• Maintain adequate knowledge of company products, services& processes
• Ensure adherence to training man-days/ mandatory training programs for self Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines for self and team

Behavioural Competencies:

• Adept in all available means of communication( oral, written, electronic) to manage people, make decisions, collect and disseminate information in a way that is unambiguous
• Pleasing nature, customer-oriented attitude, logical thinking and capability to take quick decisions judiciously

Ability to participate and collaborate with various stakeholders which include both internal & external stakeholders.