RO: Service Recovery - Nodal Officer
Axis Bank View all jobs
- Ranchi, Jharkhand
- Permanent
- Full-time
The Nodal Officer (NO) acts as the key liaison between the Bank, regulatory body - RBI Ombudsman, and customers for grievance redressal. The role ensures timely and fair resolution of escalated complaints while maintaining regulatory compliance and enhancing customer trust.Key Responsibilities:
1. Regulatory Grievance Redressal:
o Handle and ensure end-to-end resolution of customer complaints received through regulatory body like RBI Ombudsman.
o Prepare detailed case responses and represent the Bank’s position with accuracy and fairness.
2. Compliance & Liaison:
o Act as the regional point of contact for regulatory escalations.
o Liaise with internal departments to gather information, investigate complaints, and prepare timely responses for regulators.
o Monitoring and managing operational risks associated with banking activities, including fraud prevention and mitigation and to take steps to avoid those risks in future
3. Customer Experience & Service Recovery:
o Ensure complaints are addressed in the spirit of customer centricity, regulatory adherence, and service excellence.
o Identify recurring issues or root causes and drive corrective action with respective teams.
o Prepare RCA of all Advisory for both Financial and Non-Financial and find improvement areas for benefit of customers and Bank.
o Ensure NIL Award is issued for Bank.
o Convert maintainable complain to non-maintainable with discussion with RBIO and reduce cost for Bank.
4. Team Management & Governance:
o Lead and mentor a team of Complaint Handling Officers (CHOs) managing escalated cases.
o Act as a point of escalation for RBIO customer complaints and ensure adherence to TAT (Turnaround Time) and regulatory guidelines for complaint closure.5. Audit & MIS:
o Maintain accurate records of complaints, actions taken, and outcomes.
o Provide regular reports to senior management on complaint trends, risk indicators, and regulatory compliance.
6. Policy Implementation:
o Ensure compliance with the Bank’s Grievance Redressal Policy and regulatory requirements.
o Keep abreast of changes in regulatory guidelines and implement necessary process updates.Key Skills & Competencies:
- Strong knowledge of RBI guidelines, Banking Ombudsman Scheme, and regulatory complaint handling.
- Excellent communication and drafting skills—ability to present the Bank’s position clearly and professionally.
- Strong customer-centric mindset and ability to drive service excellence.
- Good analytical and problem-solving skills.
- Ability to manage pressure and handle sensitive issues with discretion.
- Proficient in MS Office and complaint management systems.
- Graduate / Postgraduate (preferably in Commerce, Finance, Law, or Business Administration)
- Additional certifications in banking or compliance (optional but preferred)
8–15 years of experience in banking, with at least 3–5 years in grievance redressal, customer service, or compliance roles.Skills:Refer to the Job DescriptionAbout Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses