Scope of the Role
The Head of Internal Ombudsman is to strengthen the Internal Grievance Redress mechanism within a bank and ensure the speedy and meaningful resolution of customer complaints by enabling an apex-level review before their rejection.
Job Description
Key Responsibilities
- Complaint Review: Conduct an independent review of all customer grievances that the bank’s internal system has rejected or failed to resolve.
- Impartial Decisions: Issue reasoned, objective decisions based on bank records, guidelines, and fair practices.
- Trend Analysis: Identify systemic issues, product deficiencies, and recurring complaint patterns to advise management on policy improvements.
- Regulatory Compliance: Ensure alignment with the RBI Internal Ombudsman Framework to minimise escalations to the Banking Ombudsman.
- Reporting: Furnish periodic reports directly to the bank's Executive Director and the Board's Customer Service Committee.
Ideal Candidates
Looking for a Retired Banker from PSU Bank ( Rank of General Manager) with good experience in banking, regulation, supervision, consumer protection, or payment and settlement systems
Age Limit: Must ideally must be between 56 to 66 years of age (often a non-renewable 3-year contract).