RO: Service Recovery - Zonal Nodal Officer

Role Summary:
The Zonal Nodal Officer (ZNO) plays a crucial role in overseeing and ensuring the effective handling of customer grievances across all RBIO locations within the designated zone. The ZNO serves as the principal liaison between the Bank, regulatory authorities (such as the Reserve Bank of India (RBI), Banking Ombudsman) and internal teams, ensuring compliance with grievance redressal guidelines and driving improvements in service delivery and customer satisfaction.

Key Responsibilities:
1. Regulatory Complaint Management:
•    Lead the end-to-end management of customer complaints received through external regulatory channels such as RBI Ombudsman (RBIO).
•    Ensure timely, fair, and compliant responses to all regulatory complaints across RBIO locations in the zone.
•    Review all complaint cases before submission to regulatory bodies for the RBIO assigned to him/her
•    Review high-priority and sensitive complaint cases before submission to regulatory bodies for the assigned zone
•    Review RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank.
•    Ensure NIL Award is issued for Bank.
•    Ensure the conversion of maintainable complain to non-maintainable target is met for the RBIO assigned to him/her

2. Liaison with Regulators & Authorities:
•    Act as the single point of contact for all regulatory bodies within the assigned zone.
•    Participate in discussions, audits, and meetings with the RBI Ombudsman and other regulatory bodies as required.
3. Regional Support:
•    Provide guidance and support to Nodal Officers (NOs) in complaint management.
•    Conduct periodic reviews, training, and sensitization programs for frontline teams to ensure complaint handling best practices are followed.

4. Compliance & Governance:
•    Ensure strict adherence to RBI’s Fair Practices Code, Banking Ombudsman Scheme, internal grievance redressal policies, and turnaround times (TAT).
•    Conduct quality checks and audits of complaint closures to mitigate regulatory risks.

5. MIS, Reporting & Analytics:
•    Generate and present zonal-level MIS reports on complaints, resolution timelines, trends, and key risk areas to senior management.
•    Monitor complaint data to identify systemic issues and recommend process improvements.

6. Escalation Management:
•    Handle escalated cases that require Zonal-level intervention, including media-sensitive or legally complex cases.
•    Ensure prompt and fair resolution with an emphasis on retaining customer trust and complying with regulations.

Key Skills & Competencies:
•    Strong knowledge of banking regulations, RBI guidelines, and grievance redressal mechanisms.
•    Excellent written and verbal communication, especially in drafting high-quality responses to regulators.
•    Strong decision-making, analytical, and problem-solving skills.
•    Ability to work under pressure while maintaining compliance and service quality.
•    Leadership skills to guide regional teams and influence change.
•    Proficiency in MS Office and grievance management systems.

Educational Qualifications:
•    Graduate / Postgraduate in Commerce, Finance, Law, or Business Administration.
•    Banking-related certifications or compliance/legal qualifications (preferred).

Experience Required:
•    
10–18 years of banking experience, with at least 5–8 years in grievance redressal, compliance, customer service, or regulatory roles.
•    Prior experience in managing regulatory escalations and complaint governance at a regional or zonal level.