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National Manager - Regulatory Liason And Service

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  • Banking & Finance
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Job Details

Job Duties & Key Responsibilities Responsible for managing the escalated customer service queues to the regulators ( RBI ) and the Senior Management Team Deliver to the SLAs for the same and report the MIS on defined basis Responsible for liasioning with the regulators and providing updates on the customer service issues raised by them Building a structured engagement framework with the regulators at their Head Office and their CEPCs Regular visits to the regulators - presenting updates from BFL, service updates and case level resolutions. Also on changes being driven at either end Providing inputs and insights to the service delivery teams basis the nature of complaints received and remedial actions Leadership CompetenciesCompetencyExpected BehaviourEntrepreneurshipIs viewed as a role model in terms of creating new products/processes that tap into opportunitiesThrives on thinking out of box for exploring lucrative business possibilities from a long term business perspectivePerceives the risk and return in light of the overall business strategy and vision and creates internal benchmarksConverts developments in the market and environment into business opportunities for his/her own organizationCustomer FocusAnalyses customer preference trends and establishes internal benchmarks for the sameCreates and institutionalizes processes and systems that build a culture of delivering excellence in products and services in the organizationAnalyses patterns in customer concerns and establishes organizational guidelines to address the sameIs a role model in balancing maximum customer value with maximum organizational gainResult OrientationAligns the team to the organizational needs and strategy in terms of cost, quality and time expectationsEnables the team to consistently set goals that will help the team be ahead of the curveSupports the team to stay on track to achieve and strive to exceed targets irrespective of high work pressure and the targets being steepSupports to team to be able to develop contingency plans to ensure they address roadblocks and effectively move beyondAgilityGuides the team to take proactive, complex and quick decisionsEstablishes internal benchmarks that enable quick response times and greater adaptability to changeShowcases the ability to view situations from a variety of perspectives and finds relevant solutions for the larger benefit of the organizationDeveloping Organizational TalentProactively monitors and objectively assesses and recognizes positive behaviours, individual strengths and development areas of team membersGuides the team to provide constructive feedback to manage complex work situationsProactively plans for and guides the team to recognize opportunities where they can benefit from mapping individual capabilities to work outcomes while simultaneously fostering development of the members involvedProactively involves the team in setting performance expectations that take into account the evolving needs of the organizationRequired Qualifications 12+ years of experience with min 4 years in working closely with the regulatory bodies ( ideally been a part of the banking ombuds process and / or working on RBI queries and resolutions ) Strong relationship building skills Understanding of the regulatory environment Ability to effectively communicate and implement policies and procedures Customer obsessed
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 12-17


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