Manager - Compliance, Transformation, Complaints

Key Responsibilities

Compliance Management

• Conduct periodic reviews of business processes to ensure alignment with regulatory requirements
• Perform hygiene checks and mystery audits to monitor process adherence
• Prepare and implement SOPs and process notes across the portfolio management function
• Deliver training sessions and refreshers on compliance and process updates
• Track and close action items through Action Tracking Reports
• Maintain repository for committee submissions and regulatory documentation
• Prepare detailed MIS reports and dashboards

System Transformation

• Drive system automation and transformation initiatives to improve operational efficiency
• Identify and integrate manual processes into automated systems
• Collaborate with cross-functional teams for seamless implementation of system changes
• Liaise with internal and external stakeholders to resolve operational bottlenecks
• Manage end-to-end execution of system-level enhancements and upgrades
• Conduct feedback sessions to identify improvement opportunities
• Prepare reports and dashboards to track transformation progress

Complaints Management

• Manage end-to-end resolution of customer complaints within defined timelines
• Analyze complaint trends and volumes to identify improvement areas
• Conduct root cause analysis across people, process, product, and technology
• Drive corrective and preventive actions to reduce complaint volumes
• Maintain proper documentation and records for all complaints
• Coordinate with stakeholders to improve overall customer experience
• Prepare dashboards and reports for complaint tracking and insights