Jupiter
Website:
jupiter.money
Job details:
Internal Ombudsman (Grievance Redressal Officer)
Location Details - Bangalore, Karnataka, India
Experience: 8-15 Years
About the Company
Jupiter is building a regulated financial services environment where customer trust, compliance, and fair redress sit at the center of how the business operates. The group works across two RBI-regulated entities, with this role positioned as the final independent layer of review for customer grievances before they move into external escalation.
The Internal Ombudsman office is designed to protect fairness, strengthen accountability, and improve the quality of customer outcomes across lending and payments journeys. This is a board-level, statutory-facing appointment that requires sound judgment, deep regulatory discipline, and the ability to remain fully independent from business pressure.
The role spans grievance redress, complaint governance, and systemic risk reduction, with visibility into recurring issues across products, channels, and partner-led journeys. The office exists to ensure complaints are reviewed impartially, handled within prescribed timelines, and translated into stronger controls, better customer outcomes, and cleaner regulatory performance.
About the Role
The Internal Ombudsman will provide independent, final-stage review of customer complaints rejected wholly or partly by grievance teams across the regulated entities. The role ensures each case is assessed for fairness, policy adherence, and regulatory compliance, with decisions that are binding unless escalated through the approved governance route.
It also requires close coordination with RBI-facing complaint processes, Board committees, and internal stakeholders to ensure timely action on recommendations. Beyond case handling, the role must identify repeat failure patterns, surface systemic risks, and convert complaint insights into practical improvements across policy, product, and operations.
This is a senior governance role that demands independence, sound regulatory judgment, and the ability to influence outcomes without owning frontline complaint operations.
Key Responsibilities
- Review complaints rejected fully or partly by grievance teams across both regulated entities, applying independent judgment on fairness, policy compliance, and regulatory alignment. Each decision must be clear, defensible, and supported by an auditable record.
- Maintain oversight of RBI-related complaint escalation workflows and ensure IO decisions are reflected in submissions to the regulator. This protects accuracy, accountability, and consistency in external reporting.
- Analyse complaint trends across loans, wallets, UPI, co-lending, partner-bank flows, digital lending, and recovery practices. Turn patterns into actionable recommendations that reduce repeat failures and conduct risk.
- Prepare quarterly reporting for Board committees with a perimeter-wise view of volumes, turnaround times, overturn rates, repeat issues, and emerging risk themes. Use the reporting to drive governance attention and follow-through.
- Partner with Customer Support, Risk, Compliance, Product, Operations, and external service partners to ensure IO recommendations are implemented. The focus is on closure quality, not operational ownership.
- Coordinate handoffs with partner banks and partner NBFCs where complaints fall under their own ombudsman jurisdiction. Ensure the customer is routed correctly while preserving a clean regulatory trail.
- Preserve the independence, confidentiality, and neutrality of the office at all times. The role must remain distinct from first-level complaint handling and line-management responsibilities.
Essential Skills & Technologies
- Strong knowledge of RBI grievance-redress expectations, Internal Ombudsman requirements, and related banking or payments regulations. The role depends on disciplined interpretation of statutory and procedural obligations.
- Deep experience in complaint adjudication, customer protection, compliance, or supervisory review within a regulated financial services environment. Judgment quality matters more than volume of handling.
- Ability to analyse recurring complaint patterns, identify root causes, and translate findings into policy or process improvements. The role should reduce repeat failures, not only close cases.
- Comfortable operating across complex financial journeys such as digital lending, partner-bank models, wallet services, UPI flows, and recovery interactions. The work spans multiple perimeters and operating models.
- Strong written communication for case decisions, Board reporting, and regulator-facing documentation. Outputs must be precise, balanced, and suitable for senior governance review.
- High ethical standards, independence of thought, and the maturity to handle sensitive escalations without commercial bias. This office exists to protect fairness and trust.
- Working familiarity with complaint management systems, audit trails, and structured reporting processes. The function depends on traceability and disciplined documentation.
Additional Plus
- Prior experience as an Internal Ombudsman, Banking Ombudsman, or Principal Nodal Officer in a regulated financial institution would be a strong advantage.
- Familiarity with RBI supervision, consumer protection, and fintech-specific complaint typologies would help accelerate impact across the role's broad perimeter.
- Exposure to digital lending, PPI or wallet operations, and partner-led credit or payment journeys would strengthen cross-functional judgment.
What You'll Bring
- Senior-level judgment built in banking, NBFC, payments, regulation, or consumer protection. You should be able to make balanced decisions under scrutiny and stand behind them with confidence.
- A proven ability to work independently while influencing multiple stakeholders through facts, fairness, and clarity. The role depends on authority earned through credibility, not hierarchy.
- A disciplined approach to complaint review, root-cause analysis, and Board-level reporting. Your work should improve controls, reduce repeat issues, and strengthen customer outcomes.
- Strong ethics, confidentiality, and regulatory discipline. This office requires someone who can remain neutral, objective, and resilient in sensitive situations.
Company Proof Points
- The role sits at the apex of customer grievance redress across two RBI-regulated entities, giving it direct influence over customer fairness and regulatory outcomes.
- The office is jointly appointed by the Boards of both entities, reinforcing independence, governance visibility, and statutory accountability.
- The position includes access to complaint patterns across lending, payments, partner-bank, and digital journeys, creating a strong platform for systemic improvement.
Company Practices & Ways of Working
- The office operates with full functional independence from business and operations, with a deliberate separation from first-level complaint handling and line management.
- The role uses board reporting, RBI interface, and escalation coordination to drive accountability and closed-loop remediation.
- The function emphasizes confidentiality, neutrality, and auditability across all complaint decisions and regulatory interactions.
Why Join Us
This is an opportunity to shape the customer fairness agenda for a regulated financial services business at a critical stage of scale. The Internal Ombudsman will have a visible, independent mandate and direct access to Board-level governance, giving the role real influence over how the organization responds to customer complaints, regulatory expectations, and recurring control failures.
You will work across two regulated entities and a broad range of products and journeys, which creates meaningful scope to improve both customer experience and institutional discipline. The position is well suited to a leader who values independence, precision, and long-term impact over routine operational ownership.
If you are motivated by clean governance, fair outcomes, and the chance to strengthen a young but ambitious financial institution from the inside out, this role offers a serious platform to do that work.
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