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 EntitiesEnsure that complaints are resolved in a fair, timely, and consistent manner, following RBI regulationsTo analyse the pattern of complaints such as product / category wise, consumer group wise, geographical location wise, etcTo suggest means for taking actions to address the root cause of complaintsThe Internal Ombudsman to hold meetings with the concerned functionaries of the regulated entityThe 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 warrantedIdentify trends and systemic issues in complaints and work with relevant departments to address root causesRequired Experience
The Internal Ombudsman shall either be a retired or serving officerHe / 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 protectionHe / She shall previously not have been employed, nor presently be employed, by the regulated entity or the regulated entity's related partiesThe Internal Ombudsman shall not be over 70 years of age before the completion of the tenureEducation / Preferred Qualifications
Bachelors degree (Law, BBA / MBA, Finance, Accounting)
Core Competencies
Customer serviceComplaints handlingFair dealing with customers and the bankIndependent judgment and problem-solving skillsAttention to detail and strong organizational abilitiesAbility to work collaboratively with various stakeholdersTechnical Competencies
Knowledge of commercial banking laws and practicesUnderstanding of RBI GuidelinesCase ManagementReport WritingData ManagementCRM Systems & Data Analysis ToolsWork 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 PropositionsEnsure Customer Focus by Delighting Customers & Reduce ComplaintsBuild Pride and Passion to Protect, Maintain and Enhance DBS' ReputationEnhance Knowledge Base, Build Skill Sets & Develop CompetenciesInvest in Team Building & Motivation through Ideation & InnovationExecute at Speed While Maintaining Error Free OperationsDevelop a Passion for Performance to Grow Talent PoolMaintain the Highest Standards of Honesty and IntegrityPrimary Location
India-Maharashtra-Mumbai
Job
Secretariat
Schedule
Regular
Job Type
Full-time
Job Posting
Oct 14, 2025, 9 : 30 : 00 PM
Skills Required
Case Management, Data Management, Crm Systems, Report Writing
