RO: Service Recovery - Zonal Nodal Officer

About the role

The Zonal Nodal Officer (ZNO) plays a crucial role in overseeing and ensuring the effective handling of customer grievances across all RBIO locations within the designated zone.

What you'll do

• Lead the end-to-end management of customer complaints received through external regulatory channels such as RBI Ombudsman (RBIO)
• Ensure timely, fair, and compliant responses to all regulatory complaints across RBIO locations in the zone
• Review all complaint cases before submission to regulatory bodies for the RBIO assigned to him/her
• Review high-priority and sensitive complaint cases before submission to regulatory bodies for the assigned zone
• Review RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank

What you need

• 13–15 yrs of experience
• Compliance
• Complaint handling
• Customer service
• MIS reporting
• Audit
• Root cause analysis
• B.Com or MBA or M.Com