Head –GRU-Mumbai

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Client : – RBL Bank

Position: – Head –GRU

Grade: – VP-II

Location: – Mumbai

             Job Description:

Job Title	Head –GRU
Department	Client Services
Grade	VP II
Location	CO
Reporting To	Chief Grievance Redressal Officer & Head of Central Client Services

1. Position Purpose

Incumbent requires effective understanding of GR Frameworkincluding adherence to regulatory management and guidelines.Must understand the process orientation for banking and cards.Leverageconsiderable industry experience and best practice ideas to help bank drive towards class-leading quality-oriented customer service. Provide guidance and direction to various functions within CSfor design workflow, service compliance, training on product propositions and processes,reporting, audit and cost control from a regulatory standpoint.   Primary Purposes: Strong conceptual and analytical skills to view complaints from a 360-degree perspective to influence and manage stakeholders.Managing the Grievance Redressal framework of the Bank and ensure they run efficiently and smoothlyTo provide interpretation &direction to the verticals including strategic input, Audit&compliance; drive the framework of governance within the vertical & being the face to Regulatory stakeholders.Ensure that the Bank’s Services Unit is compliant with all Regulatory requirements, emanating from the regulatorincluding Banking Codes & Standards Board of India, Internal & external AuditorsMonitor the  entire database of services and ensures translation of business and customer strategy into action, monitors and derive actionable from services data analysis to send it across to branches/services to drive performancewith the objective of providing customer delight and retaining them for same or higher share of wallet within the limits of bank’s service strategy, overall objectives, and RBI guidelines

• KEY Position Responsibilities

Sr.	Key Responsibilities
1	Ensuring the Bank is compliant with regulatory &internal guidelines on overall scope of Services.
2	Ensuring new regulations are implemented across services
3	Work closely on escalated complaints from regulator to determine the efficacy of processes and controls
4	Translate all new/updated  Services related regulations into actionable items
5	Ensure that all teams have implemented the guidelines in line with internal compliance standards based on external regulatory requirements
6	Ensure the Bank is compliant with all regulatory circulars covering Customer Services
7	Facilitating and monitoring Banking Ombudsman actionable,Ad hoc requirements – RBI, BO, SEBI, IRDA
8	Ensuring Regulatory Reporting viz Annually, Half yearly and Quarterly reporting as per RBI /IRDA regulations RBS Tranche I, IA, III
9	Review & approval of all existing / new product notes from regulatory &Customer Service standpoint as per defined frequency
10	Ensuring appropriate responses to complaints received from regulator within timeline
11	Facilitate Self Audit – IFC | IAD | Compliance Testing
12	Ensure response and tracking on compliance of IAD Observations
13	Ensure Monthly and Quarterly submission of KRI details- ORMC
14	Tracking and monitoring the Compliance Quarterly Certificate
15	Reviewing Policies/SOPs(PMG/BPMG/ORMC)/ Framework owned by CS Compliance to identify anomalies and provide suggestion basis a 360degree angle
16	Ensuring governance of CSSC and CSC Meetings
17	Analysing data and providing insightsto drive performancewith the objective of improving customer delight
18	Facilitating  daily reports, regulatory reports, dashboards & scorecards as and when needed
19	Ensuring ticket management and governance through council approval,Validation of ticket and TAT for logics and approval by council.
20	Facilitating MD & CEO complaint MIS with follow up on CAPA
21	Understand the reasons for higher run rates, potential ways to reduce run rates and review lines of major spends for cost control.

• Qualifications and Experience Requirement

Qualifications
Essential	Graduate
Preferred	MBA
Experience
Essential	Min 10 years of experience in Customer service,banking Operations/Services and running and managing projects in Banking / Financial Services industry
Preferred	Exposure to Business analysis and delivery/service excellence, Ability to structure, plan and execute projects covering various business areas,Excellent communication, negotiation and influencing skills. Worked closely with Senior Mgmt. Leading Enterprise wide projects,process/initiatives and Team Management will be an added advantage.

• Competency RequirementsComplaint

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 to Client Issues & Complaints and handle them holistically
Service Excellence	Treating Customer RightTaking end-to-end Ownership of Customer IssuesCutting across the Bank to obtain results for Customer ServicingAlways handling Customers with a positive attitudeValuing the value chain within the organisationStaying ahead of Customer Needs/Queries
Project Management	Overall Project Management & Execution, includingInitiating & PlanningDelivering resultsMonitoring & ControllingProject RisksStakeholder ManagementProject Closure
EUC Skills	Using MS Excel, Word & PowerPointWell versed with Social Media, Online Banking and Mobile Banking Applications
Communication Skills	Excellent communication skills, both oral & writtenBusiness writing skills

• 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
Process Orientation	The ability to ensure complete adherence to processes and question processes, where deemed necessary
Passion for Service	Is passionate about delivering service excellence
Networking	Easily interacts with colleagues and builds relationships and rapport
Leadership	Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals
Motivating Others	Achieves results through effective use of people; inspires others to achieve goals by keeping them interested and satisfied while working on established targets. Maintains a productive and gratifying climate and by showing commitment and enthusiasm, obtains dedication from the team.
Decisiveness	Shows a readiness to make decisions, render judgements, commit oneself to definite opinions, taking actions and responsibility for such decisions
Presentation	Effective presentation skills
Negotiation	Negotiation skills resulting in creation of win-win situations
Strategic Thinking	Ability to create alternative strategies when implementing solutions for regulations
Stakeholder Management	Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required
Project Management	Application of processes, methods, knowledge, skills and experience to achieve the project objectives
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 Management CommitteeServices DepartmentsBusiness UnitsBranch Network& Other ChannelsOperationsITLegalCompliance

Kalpana Jha

Branch Business Consulting Partner   

kalpana@careerzodiac.com

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