At HDFC BANK, I handle grievance redressal across 20 branches in Haryana and West Delhi, achieving 93% complaint resolution within TAT. I ensure complaints are handled in line with RBI and internal guidelines.
For complaints escalated to RBI, I presented case facts and supporting documentation to the Nodal Officer and Internal Ombudsman. I also worked with regional branch leadership to identify service gaps and implement proactive solutions.
At HOUSING DEVELOPMENT FINANCE COMPANY LTD., I managed end-to-end home loan branch operations, from onboarding and eligibility checks through disbursement. I also handled post-disbursement queries and repayment or prepayment processing.
I represented branches in Internal, External, and National Housing Bank audits, prepared Management Responses, and addressed audit observations. I also headed a process improvement team focused on regulatory compliance and operational risk reduction.
