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Grievance Redressal Officer
📍 On-site | 💼 2+ Years | 🏦 NBFC
About the Role
We are seeking an experienced Grievance Redressal Officer (GRO) to manage and oversee the end-to-end customer grievance redressal framework in line with RBI regulations.

The role involves handling customer complaints, managing Ombudsman cases, ensuring regulatory compliance, and driving systemic improvements to enhance customer experience.
Detailed Job Description
  • Oversee receipt, tracking, and resolution of customer complaints across all channels
  • Ensure closure of complaints within RBI-prescribed timelines (30 days or as applicable)
  • Act as Grievance Redressal Officer for RBI Ombudsman matters and regulatory escalations
  • Conduct root cause analysis (RCA) and implement corrective actions
  • Prepare MIS and periodic reports for senior management and Board
  • Ensure compliance with RBI Fair Practices Code and Grievance Redressal guidelines
  • Coordinate with internal teams including Operations, Collections, IT, and Compliance to address systemic issues
Eligibility Criteria
  • Graduate in Law (Preferred) / Commerce / Finance / Business Administration
  • Strong knowledge of RBI regulations applicable to NBFCs
  • Experience handling Ombudsman complaints preferred
  • Excellent communication, drafting, and analytical skills
Key Skills
  • Regulatory Compliance
  • RBI Ombudsman Handling
  • Complaint Resolution Management
  • Root Cause Analysis (RCA)
  • Customer Protection & Service Quality
  • MIS Reporting
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