AddressHead Investor Grievance (IG)
The position is with Financial Services and they are looking for Head - Investor Grievance (IG)
Team reporting - Investor Grievance team - 7 - 10 members
Roles & Responsibility:
- Lead the response and resolution of customer grievances that are received from the Exchanges / Depository / SEBI via different channels by liaising with internal stakeholders / departments as needed
- Own and manage overall resolution TAT as defined by Regulatory guidelines and ensure 100% adherence, including timely response to rejoinders
- Ensure requisite representation of IG team members including self as needed in the General / Conciliation meetings with appropriate back-up data and artifacts
- Implement policies and procedures for handling Investor Grievances as per regulatory requirements and norms
- Coach, motivate and mentor team members on the process of resolving disputes/grievances in a time bound and effective manner
- Ensure that the regulatory guidelines are understood and followed by all team members, thereby enabling appropriate responses & closures
- Oversee the day-to-day functional requirements within the IG process with focus on Quality of closures as per defined norms
- Review improvement opportunities in the Investor Grievance handling process in a periodic manner and drive corrective measures as needed
- Highlight Product / Process / Tech improvement opportunities based on grievance trends and recurrences thereof to relevant stakeholders for appropriate fixes
- Monitor and track the investor complaints, maintaining accurate records, MIS / reports with structured updates to all stakeholders and Management
- Drive automation of processes with an aim to improve efficiency
- Ensure timely data / report submission as necessary for various regulatory inspections / audits as well as management report outs
Suitable candidates may forward their updated profiles in strict confidence along with the below details
Current CTC:
Notice Period:
Expected CTC:
Sangeeta Bhadane
