Senior Executive - Compliance (Complaints Management)
About the Role
We are looking for a dedicated and analytical Compliance Professional to join our team at Innofin Solutions Private Limited (ISPL) to manage regulatory and escalated customer grievances.
The role is responsible for the end-to-end handling of complaints received through regulatory and grievance-redressal channels, including RBI-related complaints, CPGRAMS escalations, PNO complaints, and other high-priority grievances.
The ideal candidate possesses strong investigation and drafting skills, a sound understanding of regulatory grievance-redressal frameworks in financial services (specifically RBI-regulated NBFC / NBFC-P2P ecosystems), and the cross-functional coordination ability to drive timely, compliant, and root-cause-oriented resolutions.
Key Responsibilities
- End-to-End Complaint Management: Lead the complete lifecycle of regulatory and escalated customer complaints—from intake and deep-dive investigation to response drafting and resolution closure.
- Multi-Channel Oversight: Handle grievances coming through RBI / regulatory channels (RBI CMS, CEPC), CPGRAMS, PMO escalations, Principal Nodal Officer (PNO) channels, and internal leadership escalations.
- Investigation & Audit Trail Review: Perform thorough investigations by reviewing customer journeys, transaction logs, call recordings, communication history, internal policies, and relevant supporting records.
- Response Drafting: Draft clear, precise, accurate, and fact-based responses to customers, internal leadership, and regulatory/government authorities.
- Cross-Functional Collaboration: Partner with Customer Support, Operations, Product, Engineering, Finance, Collections, and Legal teams to drive quick investigation and resolution.
- TAT & Regulatory Adherence: Ensure strict adherence to applicable regulatory turnaround times (such as RBI Integrated Ombudsman Scheme timelines) and internal SLAs; proactively track ageing cases to prevent TAT breaches.
- Root Cause Analysis (RCA): Conduct structured RCA for significant, high-severity, or recurring complaints to identify operational, procedural, or technology control gaps.
- Preventive Governance: Track corrective action plans arising from complaints and collaborate with relevant teams to implement process fixes and prevent recurrence.
- MIS & Audit Preparedness: Maintain accurate complaint logs, regulatory reporting registers, and complete documentation trails for supervisory reviews and audits.
- Risk Intelligence & Trends: Analyze complaint trends and highlight emerging customer, conduct, and regulatory risks to management.
- Regulatory Support: Support regulatory reviews, audits, and periodic reporting requirements related to grievance redressal.
What We’re Looking For
- Experience: 2–5 years of relevant experience in Compliance, Regulatory Complaints, Grievance Redressal, Customer Escalations, or Financial Services Operations.
- Domain Exposure: Experience within a Bank, NBFC, FinTech, NBFC-P2P, or other RBI-regulated entity is preferred.
- Regulatory Familiarity: Exposure to handling regulatory complaints, CPGRAMS, PNO/Nodal Officer escalations, and a solid understanding of RBI's customer grievance and consumer-protection frameworks.
- Drafting Excellence: Strong written communication skills with the ability to articulate factual, structured, and compliant response notes.
- Analytical Mindset: Strong analytical, investigation, and problem-solving abilities with high attention to detail.
- Case Execution: Ability to manage multiple high-priority cases simultaneously within strict, defined timelines.
- Stakeholder Management: Strong interpersonal skills for effective cross-functional coordination and stakeholder alignment.
