Lead - Wholesale Banking Escalations Manager

WE ARE HIRING | Lead – Wholesale Banking Escalations & Regulatory Grievance Management With India's Leading Bank Location: Mumbai Work Mode: Work From Office Working Days: 5 Days Experience: 7 Years Industry: Banking / Financial Services Description of the Job: We are looking for a seasoned expert to oversee the Wholesale Banking Escalation Desk. This person will be in charge of handling complicated customer complaints, regulatory complaints, and statutory notices while guaranteeing both regulatory compliance and an excellent customer experience. Key Responsibilities: * Oversee the handling of complicated client complaints and service escalations while leading and managing the Wholesale Banking Escalation Desk and Statutory Notices. * Assure prompt and efficient grievance resolution in accordance with CPGRAM guidelines, RBI rules, and internal policies. * Before closing a case, validate corrective measures and perform a thorough root cause investigation of complaints. * Use NPS improvement programs, complaint trend monitoring, and feedback analysis to propel customer happiness and service excellence projects. * To deliver sustainable process improvements, identify recurrent customer issues and work with the business, operations, product, and support teams. * To guaranty timely complaint response, collaborate with cross-functional stakeholders such as the Operations, Business Banking, Legal, Compliance, Product, and Technology teams. * Keep an eye on escalation patterns and create management reviews, dashboards, MIS reports, and service quality metrics for senior leadership. * Handle statutory and regulatory notices from authorities, including as information requests, lien/debit freeze orders, revocation notices, and payment notices. * Manage the examination and handling of law enforcement requests and notices pertaining to cybercrime, making sure that legal and regulatory deadlines are followed. * Promote measures for governance, risk reduction, and continuous improvement to boost customer satisfaction and fortify complaint handling systems. What We’re Looking For: * Expertise in wholesale banking operations, customer service, escalation management, regulatory compliance, statutory notices, grievance redressal, or banking operations. * Demonstrated expertise in managing regulatory escalations, ombudsman cases, customer complaints, and statutory notices. * It will be ideal to be exposed to communications from law enforcement agencies, banking investigations, account freeze/de-freeze requests, and cyber fraud. Interested candidates can share their updated CV at: If this opportunity matches your profile, feel free to apply or share this post with relevant professionals in your network. Hiring BankingJobs WholesaleBanking BankingOperations GrievanceManagement EscalationManagement RegulatoryCompliance CustomerExperience CustomerService BankingCareers RBI ComplianceJobs RiskManagement MumbaiJobs MumbaiHiring LeadershipJobs FinancialServices BankingProfessionals JobsInMumbai HiringAlert