AVP - Business Compliance - RFB - Mumbai - Lodha (I-Think Techno Campus) - MM

Key Objective

Strategic compliance partner to the Retail Loans business, working closely with Business, Operations, Risk, Legal, Internal Audit, Product, Technology, Collections and Customer Experience teams to identify compliance risks, strengthen controls, drive remediation and embed a strong compliance culture

Responsibilities

Business Compliance Governance – Own and strengthen the compliance framework for the Retail Loans business across the complete customer lifecycle, ensuring alignment with RBI regulations, internal policies, governance standards and risk appetite.

Regulatory Compliance & Change Management – Monitor regulatory developments, assess business impact and drive timely implementation of applicable RBI regulations, circulars and regulatory requirements across Retail Lending.

Customer Lifecycle Compliance – Ensure compliance across sourcing, KYC, credit, documentation, disbursement, servicing, collections, foreclosure, settlement, NOC, loan closure and grievance handling, with a strong focus on fair customer treatment and transparency.

Compliance Monitoring & Testing – Establish a risk-based compliance monitoring framework, conduct periodic process/control reviews, identify gaps and deviations, and drive corrective and preventive actions to closure.

Collections & Conduct Risk – Provide compliance oversight for collections and recovery practices, including customer communication, calling practices, field collections, scripts, escalation mechanisms and adherence to applicable regulatory and internal guidelines.

Customer Complaints & Root-Cause Governance – Analyse compliance-related complaints, regulatory escalations and recurring customer issues to identify systemic gaps, drive root-cause resolution and embed learnings into business processes.

Audit & Regulatory Observation Management – Partner with Internal Audit, Risk, Compliance and regulatory teams to manage observations, remediation plans and closure of high-risk and repeat findings, ensuring sustainable corrective action.

New Product, Process & Digital Compliance – Provide compliance inputs for new products, partnerships, campaigns, process changes and digital initiatives; ensure regulatory requirements and controls are embedded into BRDs, customer journeys and system workflows.

Technology & Data Compliance – Work with Technology, Product and Operations teams to strengthen compliance controls across LOS/LMS, CRM, digital platforms, system migrations, data interfaces, access controls, audit trails and automation.