- •Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations.
- •Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies.
- •Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence.
- •Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams for effective complaint resolution.
- •Monitor complaint trends, prepare MIS reports and management dashboards, and provide actionable insights to senior leadership.
- •Manage statutory, regulatory, and cybercrime-related notices, ensuring compliance with legal and regulatory timelines.
- Drive governance, risk mitigation, and continuous improvement initiatives to strengthen the
- complaint management framework and enhance customer experience.
- •8-15 years of experience in Banking Operations, Customer Service, Escalation Management, Regulatory Compliance, Statutory Notices, Grievance Redressal, or Wholesale Banking Operations.
- •Proven experience in handling customer complaints, regulatory escalations, ombudsman matters, and statutory notices.
- •Exposure to cyber fraud, banking investigations, account freeze/de-freeze requests, and law enforcement agency communications will be preferred.
Job description provided by Kotak Mahindra Bank.
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