Job Description

Job Purpose
The Internal Ombudsman position has been mandated by RBI. All banks with more than 10 branches are required to appoint an IO, who would review all complains partially or wholly rejected by the Bank.
Key Accountabilities
The Internal Ombudsman (IO) acts as an independent, impartial, and confidential resource for addressing and resolving complaints from customers . The role is crucial in ensuring fair treatment and adherence to regulatory standards as prescribed by the Reserve Bank of India (RBI) guidelines.
The role encompasses the below responsibilities:

• Review of all complaints partly or wholly rejected by Bank
• Trend analysis of complaints
• MIS and reporting to Bank and RBI

Job Duties & responsibilities

• Handling of Complaints wholly or partly rejected by regulated Entities.
• Ensure that complaints are resolved in a fair, timely, and consistent manner, following RBI regulations.
• To analyse the pattern of complaints such as product / category wise, consumer group wise, geographical location wise, etc
• To suggest means for taking actions to address the root cause of complaints.
• The Internal Ombudsman to hold meetings with the concerned functionaries of the regulated entity.
• The Internal Ombudsman shall, on a quarterly basis, analyse the pattern of all complaints received against the regulated entity, such as entity-wise (for CICs), product-wise, category-wise, consumer group-wise, geographical location-wise, etc., and may provide inputs to the regulated entity for policy intervention, if so warranted
• Identify trends and systemic issues in complaints and work with relevant departments to address root causes.

Required Experience

• The Internal Ombudsman shall either be a retired or serving officer.
• He / She should be in the rank equivalent to a General Manager of another bank / Financial Sector Regulatory Body / NBSP / NBFC / CIC,
• He/ She should be having necessary skills and experience of minimum seven years of working in areas such as banking, non-banking finance, regulation, supervision, payment and settlement systems, credit information or consumer protection.
• He/ She shall previously not have been employed, nor presently be employed, by the regulated entity or the regulated entity's related parties.
• The Internal Ombudsman shall not be over 70 years of age before the completion of the tenure.

Education / Preferred Qualifications
Bachelors degree (Law, BBA/ MBA, Finance, Accounting)
Core Competencies

• Customer service
• Complaints handling
• Fair dealing with customers and the bank
• Independent judgment and problem-solving skills.
• Attention to detail and strong organizational abilities.
• Ability to work collaboratively with various stakeholders.

Technical Competencies

• Knowledge of commercial banking laws and practices
• Understanding of RBI Guidelines
• Case Management
• Report Writing
• Data Management
• CRM Systems & Data Analysis Tools

Work Relationship
The position will be a contractual position for a fixed term of three years. The person will report to Head- Legal, Compliance & Secretariat. He will liaise with customer service departments and Heads of IBG and CBG on a need's basis. Required number of bank staff would be provided to him to assist him in discharge of his duties
DBS India - Culture & Behaviors

• Drive Performance Through Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS' Reputation
• Enhance Knowledge Base, Build Skill Sets & Develop Competencies
• Invest in Team Building & Motivation through Ideation & Innovation
• Execute at Speed While Maintaining Error Free Operations
• Develop a Passion for Performance to Grow Talent Pool
• Maintain the Highest Standards of Honesty and Integrity

Skills Required