DRU Denial Review Unit SPOC role,Grade- SM with RBL Bank, Posting :- Mumbai

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Client :- RBL Bank

Role :- DRU Denial Review Unit SPOC 

 Posting :- Mumbai

Grade- SM

Job Description-:

Job Description

Job Title	DRU Denial Review Unit SPOC
Department	Client Services
Grade	Senior Manager
Reporting To	Vanita Jhamb IO Unit Lead
Location	CO, Mumbai

1. Position Purpose

Responsible for successful implementation and continuous adherence to the Internal Ombudsman Scheme as applicable to the Bank.   Primary Purpose:   Check decline cases Advise bank actions   / Refer to IO with full details Responsible for timely closure of all cases – TAT Adherences Ensure IO Process is thoroughly followed   Handling of RBI BO escalations in prior role will be a value add

• Position Responsibilities

Sr.	Key Responsibilities
1	Adherences to I.O. Scheme and I.O. related Architecture
2	Continuous review and improvisation of referrals
3	Support Complaints Units in following the referral process and adherences of same
4	Documentation of Regulatory guidelines around IO process
5	Regular review of the I.O. Scheme and other related Regulatory updates
6	Work withinGovernance Mechanism in IO referrals for Audit purposes.  IO tracker updates, Dashboard MIS, IO submissions to Board, RBI reporting etc.
7	Ensuring that complete information is provided to IO in referrals
8	Arrangecase basis discussions forIO with Function Heads / concerned stakeholders / Operation Heads / Complaints Unit Heads and be a part of the discussion.
9	Liaise with Teams to ensure that all IO recommendations and actionable are successfully implemented, taking responsibility of the end results.
10	Be updated with products of the bank
11	Create In-depth informative Dashboard periodically for various Governance / compliance teams.

• Qualifications and Experience Requirement

Qualifications
Essential	Graduation, Preferred: Post Graduation
Experience
Essential	Minimum 10 or more years of experience including a combination of Customer Service Experience in Banking or Financial Sector.   Experience includeshandled Banking Ombudsman, Regulatory cases.   Experience in interacting with stakeholders/third parties to influence results while fostering mutual growth and learning.

• Competency

1. Technical Skills

Skill	Attribute
Complaints Handling	Aptitude to sense client impacting issues and propose measures to mitigateAbility to cut through the organisation and seek appropriate informationKnowledge of all Banks processes, products & servicesAbility to seek solutions and handle the role holistically
Service Excellence	Good know-how of Customer’s rightsTaking end-to-end ownership of the roleCutting across the Bank to obtain results for Customer ServicingAlways handling matters with a positive attitudeCreating value chain within the organisation
RCA	Ability to assess casesCreativity &open minded approachAbility to formulate a research / analysis valueCapacity for analysis and grasp sophisticated data vectorsAbility to work in an interdisciplinary environmentAbility to incorporate existing knowledgeDemonstrate creativity
Project Management	Overall Project Management & Execution, includingInitiating & PlanningDelivering resultsMonitoring & Controlling

• Behavioural Skills

Competencies	Attribute
Professionalism	To conduct your duties with good judgment and in good faith
Respect	To be sensitive and responsible for what we say and do
Excellence	To act in a manner that earns the trust and admiration of others
Entrepreneurial	To be enterprising and take ownership of our actions
Teamwork	Working collaboratively to achieve the common goals and be successful together
Client Oriented/Engaging	Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary
Result Oriented	Unwavering focus on achieving results
Influence	Ability to influence stakeholders  in a smooth, non-abrasive manner
Orientation to Excellence	Strives for Excellence in whatever they do
Attention to Detail	Being meticulous and checking the nitty gritty
Communications	The ability to convey information to others effectively and efficiently
Perseverance	persistence in doing something despite difficulty or delay in achieving success
Time Management	Managing time effectively – allocating the right time to the right activity
Presentation	Effective presentation skills
Negotiation	Negotiation skills resulting in creation of win-win situations
Stakeholder Management	Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required
Relationship Management	Understands that relationship management is a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organization

• Functional Inter-linkages

Internal & External

All departments of the Bank, particularly Services DepartmentsBusiness UnitsBranch Network & Other ChannelsOperationsI.T.

For Management 2000 Placements & Recruitments Pvt., Ltd.,

Seema Kakra

Business Consulting Partner

Contact:+91 7878551502

Seema.k@careerzodiac.com

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