Associate Director - Nodal Officer

Mumbai, India

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Worldline’s Merchant Services Global Business Line is a major international player in end-to-end

Commercial Acquiring, Multichannel Payment Acceptance and Payment Terminal solutions.

Merchant Services’ unique combination of payment, digital and transactional expertise allows

merchants to boost sales and enhance the customer experience.

We cover the full retail value chain, online and in-store, through a complete approach, delivering a

real digital journey for retailers and their customers and facilitating consumer engagement, via

seamless services, on any device – with payment at the heart of the shopping experience.

Within the ambit of this context, we are looking for a committed and self motivated individual for the role of a Principal Nodal Officer with responsibilities for Customer grievance management and regulatory compliance.

Day-to-Day Responsibilities​

• Ensure reporting to the Reserve Bank of India and other regulators  for various periodic and ad hoc reports
• Enange, communicate and receive communication from regulators on relevant areas
• Act as a third level of escalation for Customers/Merchants to reach out for resolution of their grievances.
• Fuflill various reporting and monitoring requirements related to customer grievance management
• Coordinate with internal stakeholders, regulators, ombudsman, statutoryu bodies and/or Law Enforcement Agency (LEA) for closure of queries, directions, actions, etc
• Assist in periodic review and creation of policies related to Customer grievance redressal and Compliance, as required
• Manage – in coordination with relevant internal teams - activities related to notices for action/information/summons from LEA’s and other relevant authorities
• Execute projects elated to strengthening compliance posture of the entity
• Streamline customer complaint resolution and redressal within prescribed TAT
• Liaison with various stakeholders across the organisation to ensure that customer escalations are resolved quickly and effectively.
• Monitor the SLA’s for Escalation matrix and review the quality of service rendered in escalation resolution.
• Ensure prompt submission of all reports and returns to RBI and other statutory / regulatory bodies relating to Customer Service
• Conduct Customer Service Surveys with the help of data collected from feedback, complaints, customer service surveys and audits, do root cause analysis of issues with most impact and / or those which constantly recur, to identify the processes that need to be corrected to prevent recurrence.
• Suggest implementation of capacity building initiatives, in collaboration with other functional heads and the training establishments, to enable the front office and back office staff to deliver quality customer service.
• Update, review, modify, and/or determine Customer Grievance Redressal Policy and process in-line with regulatory requirements of regulators and to promote customer service excellence within the organisation
• Create/enhance/maintain a grievance redressal system for all complaints received via physical letters, email and other forms of communication

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You can quickly grasp underlying impliations of various guideilines and regulatory directions
• You've got substantial knowledge in areas of Compliance and Customer grievance redressal in the BFSI sector
• Ability to thrive in a fast-paced, ever-changing environment, make quick judgments and defend decisions, and to radiate positivity even while under pressure
• Ability engage with multiple stakeholders – internal and external – to execute activities within stringent TATs as required by legal, statutry and regulatory authorities
• Motivation and passion for taking on challenges and constantly upgrading oneself
• Excellent communication and interpersonal skills
• You master nuances in the subject area with confidence and in-depth understanding
• 9-12 years of work experience in the Payments/BFSI space. An experience of atleast 6 years out of this, in compliance and/or customer grievance handling will be a strong advantage
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Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. Other than being offered a competitive compensation package, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Work from home option (T&C)
• Free private medical services
• Referral bonuses for new hires recommended by you
• Full access to the “Learning” platform

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.