Division Lead - Retail Operations RCC Recon
IDFC FIRST Bank
About the Role
The Division Lead – Retail Operations RCC Dispute (H) in the Recon, Compliance & Controls department is responsible for overseeing the customer dispute resolution process in alignment with regulatory and network-defined guidelines. This role focuses on improving complaint management structures, driving root cause analysis, enhancing turnaround times (TAT), and automating processes to elevate customer satisfaction. The position demands a customer-centric mindset, strong leadership, and a strategic approach to operational excellence.
Key Responsibilities
Primary Responsibilities
- Lead the dispute resolution process, ensuring compliance with regulatory and network guidelines.
- Collaborate with external regulatory bodies for issue handling and monitoring.
- Work with the Operational Excellence team to generate management information and establish best practices for complaint handling.
- Utilize root cause analysis findings to drive process improvements.
- Maintain thorough knowledge of regulatory and network guidelines related to dispute resolution.
- Manage the team and ensure adherence to defined rules for complaint resolution.
- Prepare accurate reports on disputes and customer compensation for senior management and external stakeholders.
- Identify manual error-prone areas and implement strong control mechanisms.
- Drive automation of manual processes to improve efficiency.
- Coordinate with member banks and regulators to resolve good faith disputes.
- Develop a comprehensive understanding of related processes and interdependencies across teams.
- Present critical issues, growth opportunities, and process enhancements to senior management for approval.
- Manage third-party vendors effectively.
- Analyze reconciliation data and related reports to identify trends and issues.
- Participate in committee meetings with card/digital networks and regulators.
- Conduct stakeholder and branch visits.
- Benchmark operational processes and products against industry peers.
- Lead and manage the dispute resolution team.
- Review operational metrics and ensure performance standards are met.
- Oversee internal and external audits.
- Drive automation and process re-engineering initiatives.
- Provide guidance and support to team members, resolving concerns and escalating when necessary.
Education
- Graduate: Graduate in any discipline from a recognized institution.
- Postgraduate: Postgraduate in any discipline from a recognized institution.
- Minimum 6 years of relevant experience in dispute resolution, operations, or compliance within the banking or financial services sector.
- Deep understanding of complaint handling and regulatory requirements.
- Strong leadership and team management skills.
- Excellent analytical and research capabilities.
- Proven ability to drive automation and process improvements.
- Effective communication and stakeholder engagement skills.
- Experience in vendor management and audit handling.
- Strategic thinking with a customer-centric approach.