KISHOR NAIR
Mumbai
Summary
Results-driven banking professional with 9 years in regulatory complaint management and banking operations. Expert in handling complex complaints escalated to regulatory bodies and senior management. Strong leadership in team management, regulatory compliance, and process optimization. Focused on reducing complaint recurrence through Root Cause Analysis and enhancing governance frameworks.
Overview
13
13
years of professional experience
Work History
Manager - Escalated Complaint Cell (ECC)
HDFC Bank
08.2021 - Current
- Lead a team of 10 specialists managing escalated complaints spanning FRC, PNO, Senior Management, MD Desk, and RBI Banking Ombudsman channels.
- Own end-to-end investigation and resolution of high-risk and regulator-facing complaints, ensuring adherence to RBI regulations, internal policies, TATs, and SLAs.
- Function as Single Point of Contact (SPOC) for Banking Ombudsman cases, including drafting regulator responses, approvals, and final submissions.
- Review, validate, and approve complaint responses to ensure accuracy, tone, compliance, and customer-centric communication.
- Drove root cause analysis (RCA) for recurring issues, partnering with product, operations, risk, and technology teams to implement corrective and preventive actions.
- Monitored complaint trends, aging, and quality metrics; published MIS dashboards and executive summaries to inform senior leadership decision-making.
- Coached, mentored, and evaluated team members through regular performance reviews and quality feedback, enhancing team capabilities.
- Support regulatory audits and inspections by ensuring complete documentation, evidence management, and timely submissions.
Deputy Manager - INR & Forex Operations
HDFC Bank
12.2019 - 08.2021
- Led and supervised a team of 5-8 members handling INR and Foreign Exchange transactions.
- Ensured processing of Forex and INR transactions in line with RBI, FEMA, and internal compliance guidelines.
- Managed corporate onboarding and KYC verification, ensuring documentation control for operational accuracy.
- Resolved escalated operational and customer issues for FASTag, prepaid cards, and transaction refunds, enhancing service delivery.
- Actively supported internal audits, compliance reviews, and regulatory reporting requirements.
- Streamlined processes and coordinated cross-functionally to improve turnaround time and service quality.
Assistant Manager - Branch Banking
HDFC Bank
08.2018 - 11.2019
- Executed CASA account opening, re-KYC, and document verification to ensure compliance with regulatory norms.
- Reviewed branch transactions for accuracy, preventing fraud and ensuring compliance.
- Oversaw vault operations, cash handling, and daily reconciliations to maintain strong audit discipline.
- Delivered superior customer service and resolved complex walk-in customer queries.
Executive - Operations
CarWale Pvt Ltd
08.2016 - 08.2018
- Managed operations and customer interactions while generating MIS reports to enhance business performance.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Senior Consultant
Sutherland Global Services
04.2013 - 12.2014
- Managed airline reservations, cancellations, and service requests to enhance customer satisfaction using GDS and CRM platforms.
- Led cross-functional teams to develop and implement strategic solutions.
- Analyzed client requirements to tailor consulting services for diverse industries.
- Facilitated workshops to improve client processes and drive operational efficiency.
Education
Bachelor of Commerce -
Mumbai University
Skills
- Banking compliance
- Regulatory management
- REGULATORY REPORTING
- AUDIT READINESS
- Compliance Metrics
- QUALITY GOVERNANCE
- PROCESS IMPROVEMENT
- Root cause analysis
- DATA ANALYSIS
- Reporting Tools
- TEAM LEADERSHIP
- PERFORMANCE MANAGEMENT
- STAKEHOLDER COORDINATION
- Cross-functional collaboration
- Service Efficiency
- Customer Engagement
- COACHING
Accomplishments
- Consistently managed high-priority RBI and Banking Ombudsman escalations with strong compliance outcomes.
- Reduced repeat complaint volumes through structured RCA and preventive process improvements.
- Recognized internally for professional handling of sensitive and regulator-facing customer cases.
- Strengthened complaint governance frameworks and resolution consistency across teams.
Additional Information
Extensive exposure to Cards, Payments, FASTag, CASA, and account-related banking products., Strong working knowledge of CRM tools, escalation frameworks, MIS reporting, and regulatory correspondence., Active football player representing corporate teams, demonstrating leadership, teamwork, and discipline.
Languages
English
Upper Intermediate (B2)
B2
Malayalam
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Manager - Escalated Complaint Cell (ECC)
HDFC Bank
08.2021 - Current
Deputy Manager - INR & Forex Operations
HDFC Bank
12.2019 - 08.2021
Assistant Manager - Branch Banking
HDFC Bank
08.2018 - 11.2019
Executive - Operations
CarWale Pvt Ltd
08.2016 - 08.2018
Senior Consultant
Sutherland Global Services
04.2013 - 12.2014
Bachelor of Commerce -
Mumbai University