RL - Consumers: Process & Governance manager

About the Role - Complaints & Escalations Manager

The individual will be responsible for end-to-end management of complaints and escalations related to Consumer loans. The

position requires ownership of daily tracking and timely closure of complaints, any service request pending with business

team, pendency tracking, regulatory compliance, and adherence to defined Turnaround Time (TAT) for complaints and

pendency closure, while ensuring a customer-first approach and maintaining portfolio hygiene.

Key Responsibilities

· Manage and track all complaint Service Requests (SRs) assigned daily through internal systems and ensure closure

within defined TAT.

· Handle complaints received through Email, Social Media, Web-based platforms, and regulatory channels including RBI

CMS and Ombudsman.

· Take end-to-end ownership of escalations and ensure timely, accurate, and customer-centric resolution.

· Conduct Root Cause Analysis (RCA) for complaints and coordinate with sourcing channels (Branch, DSA, Digital) to drive

implementation of corrective actions.

· Maintain proper documentation and ensure compliance with RBI guidelines and internal grievance redressal policies.

· Monitor and manage any portfolio pendency (e.g, regulatory requirement, EDD, deemed OVD, PDDs) across Consumer

loan products (PL, EL, LAS, OD, FC etc.).

· Ensure timely submission of eNACH mandates and coordinate for physical NACH collection in case of eNACH failures.

· Track unpaid Demand Drafts (DDs), monitor ageing, and follow up with customers to ensure timely encashment.

· Monitor outlier portfolio cases including sanctioned but undisbursed cases and drive closures or conversions.

· Coordinate with cross-functional teams (Operations, Credit, Sales, Legal, Risk) for resolution of pendency and

complaints.

· Prepare MIS reports on complaints, pendency, ageing, and TAT adherence, highlighting key trends and action areas.

· Identify process gaps and recommend improvements to reduce pendency and complaint volumes.

· Ensure reduction in repeat complaints and improve overall customer experience through proactive actions.

Role Proficiencies:

Experience & Qualifications

· 3+ years of experience in experience in the banking industry, preferably in Retail Banking / Consumer Lending / Retail

Assets domain, with hands-on experience in complaints and escalation management.

· Strong understanding of retail asset products and lifecycle management

· Knowledge of RBI regulatory framework and grievance redressal mechanisms

· Ability to manage high volumes of cases with strict TAT adherence

· Strong analytical skills for RCA and portfolio tracking

· Excellent communication and stakeholder management skills Skills & Competencies · Strong analytical and problem-solving skills · Strong stakeholder management and ability to anchor cross-functional teams (e.g., Product, Risk, Digital, Credit, FCU, Ops etc.) · Strong governance discipline · Bias for action and ability to work in a fast-paced, performance-driven environment · Excellent communication and interpersonal skills