Internal Ombudsman - Bengaluru, India - Navi

    Navi
    Navi Bengaluru, India

    3 weeks ago

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    Description

    About Us : Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

    Job Title : Internal Ombudsman

    Job Summary:

    The Internal Ombudsman (IO) will be responsible for overseeing and facilitating the resolution of customer complaints and grievances within Navi. The IO will play a critical role in ensuring adherence to regulatory compliance, enhancing customer protection, and maintaining the integrity of our financial services. This position requires an experienced and skilled individual with a strong background in financial sector regulation, supervision, non-banking finance, banking, or consumer protection.

    Key Responsibilities:

    • Complaint Resolution: Manage and facilitate the resolution of customer complaints and grievances in a fair, transparent, and timely manner.
    • Conflict Resolution: Act as an impartial mediator between customers and the Navi, ensuring that disputes are resolved fairly and professionally.
    • Process Improvement: Continuously assess and improve processes and practices related to customer complaints and grievance handling.
    • Regulatory Compliance: Ensure that Navi complies with all relevant financial sector regulations, and that internal policies and practices align with regulatory requirements.
    • Reporting: Prepare periodic reports summarizing the status of customer complaints, their resolution, and any emerging trends or issues.
    • Training and Awareness: Conduct training sessions and awareness programs for employees to enhance their understanding of customer protection, regulations, and the complaint handling process.

    Profile & Key Qualifications:

    • The person shall be either a retired or a serving officer (General Manager or equivalent in any financial sector regulatory body/any other NBFC/bank)
    • The person shall have necessary skills and experience of minimum 7 years of working in areas such as non-banking finance, banking, financial sector regulation or supervision, or consumer protection