Process Manager - Retail Operations RCC Dispute

About the role

The Process Manager – Retail Operations RCC Dispute (E) in the Recon, Compliance & Controls department is responsible for managing customer-reported complaints and disputes in accordance with regulatory and network-defined guidelines. The role focuses on enhancing the complaint resolution framework, driving root cause analysis, improving turnaround times (TAT), and ensuring accurate and compliant dispute handling.

What you'll do

• Work with external regulatory bodies for issue handling and monitoring
• Resolve first-level chargebacks and manage branch/email dispute queries
• Prepare MIS reports and dispute vouchers
• Handle customer disputes related to channel and digital banking platforms
• Ensure accurate closure of disputes with zero processing errors

What you need

• 2–5 yrs of experience
• MS Office
• Vendor management
• Coordination
• MIS reporting
• SOP writing
• Complaint handling
• Any graduate

Good to have

• Internal audit
• Root cause analysis