Internal Ombusdsman

Job Title: Internal Ombudsman

Department: RBL Bank Independent Function

Grade: Contractual

Tenure(Fixed) 3 Years

Location : Mumbai, Corporate Office

Administrative Reporting To: Executive Director

Functional Reporting To: Customer Service Committee of the Board

A) Position Purpose

Internal Ombudsman is an independent, apex level authority on customer grievance redress within the Bank responsible for examining all the customer grievances as specified in the Internal Ombudsman Scheme prescribed by RBI (from time to time), which are either partly resolved or wholly rejected by the bank’s internal grievance redressal mechanism.

Primary Purposes:

• Examine all customer grievances resolved partially or wholly rejected by the bank with a view of an independent evaluation, adjudge the same basis the facts of the case and conclude if equitable & fair.
• Analyse the pattern/trend of complaints like product wise, category wise, Customer Segment, Geographies and other such relevant cuts etc. and suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the bank.
• Furnish periodical reports as required to the Customer Service Committee of the Board
• Assist in training of the frontline staff in collaboration with the Learning & development team on the learnings from the complaints handled. The IO may also be involved for such trainings.
• Maintain records of complaints managed by the office of Internal Ombudsman and conduct an incisive analysis every month and publish the same to the Executive Director – and Head Customer Service or any other MANCOM member as advised by the ED from time to time
• Hold meetings with concerned functionaries / departments of the bank with high complaint numbers to examine the reasons suggest means for taking actions to address the rise in numbers.

B) KEY Position Responsibilities

Key Responsibilities

1- Review all customer grievances including complaints of deficiency in service on part of the bank resolved partially or wholly rejected by the bank with a view of an independent evaluation and adjudge the same basis the facts of the case and conclude if equitable & fair.

2- Analyse the pattern/trend of complaints like product wise, category wise, Customer Segment, Geographies and other such relevant cuts etc. and suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the bank. Also, on a quarterly basis, analyse the pattern of all complaints received against the Bank, such as product-wise, category-wise, consumer group-wise, geographical location-wise, etc., and provide inputs to the Bank for policy intervention.

3- Maintain records of complaints managed by the office of Internal Ombudsman and conduct an incisive analysis every month and publish the same to the Executive Director – and Head Customer Service or any other MANCOM member as advised by the ED from time to time

4- Furnish periodical reports as required to the Customer Service Committee of the Board, preferably at quarterly intervals, but not less than half yearly intervals.

5- Place before the Customer Service Committee of the Board all such complaints where the decision of the IO has been rejected by the bank with approval of the Executive Director – Customer Service

6- Ensure the process laid down for managing the complaints by the office of IO is followed properly without any deviation.

7- Assist the Internal Audit team of the bank in periodic audits with any requirement that may be raised during the audit.

8- Assist in training of the frontline staff based on the learnings from the complaints handled.

9- Hold meetings with concerned functionaries / departments of the bank to seek any record/document necessary for examining the complaint and reviewing the decision.

10- Maintain records of conciliation statements duly signed by the complainant where decision of the IO is accepted by the complainant.

11- Highlight to the internal complaints management team immediately in case any complaint received by the IO is out of the purview of the IO as specified in the Internal Ombudsman Scheme prescribed by RBI (from time to time)

12- Keep track of (i) the cases forwarded by the RBI Ombudsman to the regulated entity, (ii) decisions of the RBI Ombudsman thereon, and (iii) where applicable, the decision of the Appellate Authority, under the Reserve Bank – Integrated Ombudsman Scheme through Complaint Management System of RBI.

13- Review and provide views on all such complaints escalated by the customers directly to the BO and referred to the bank by the BO as first resort complaints.

C) Qualifications and Experience Requirement

Qualifications

Essential

• Graduate / Post Graduate (MBA)
• Retired/Serving Officer in the rank of equivalent to a General Manager of another bank / financial sector regulatory body
• Should not have worked or be working in the bank and its related parties.
• Shall not be over 65 years (Considering tenure should be 3/5 years contractual)

Preferred

• Retired RBI Officer / Public / Private Sector Bank Employee

D) Experience

Essential

• Minimum 12 Years of experience in areas such as Banking, Non-Banking Finance, Regulation, Supervision, Payments & Settlement Systems, Credit Information or Consumer Protection.

Preferred

• Hands on experience in handling grievances at senior positions e.g. Head Complaints or Principal Nodal Officer