Internal Ombudsman | PayU Finance

About PayU
PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers. 
As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. 
Thinking of becoming a PayUneer and you are curious to know more about us? Read more about the life in PayU here 
PayU is a global organisation providing cutting edge online and mobile payment services supported by innovative technological platforms, high functionality, stable development and a wide and constantly extended offering across multiple countries. PayU Finance is the credit and lending arm of the PayU brand, a wholly-owned subsidiary of the Prosus group, headquartered in Amsterdam, Netherlands.
PayU Finance India is systemically importance non-deposit taking non-banking finance company (SI-ND-NBFC) primary engaged in the business of mobile application-based lending to consumers and merchants, enterprise lending and specific lending. In addition to credit facilities, PayU Finance also provides certain ancillary services that are in the nature of technology related services, logistical services, financial services or a combination of these.  PayU specializes in credit products and services for emerging markets across the globe. We are dedicated to removing risks to merchants, allowing consumers to use credit in ways that suit them and enabling a greater number of global citizens to access credit services. PayU focuses on delivering innovative fintech solutions. We connect consumers and businesses, improving access to credit in markets such as India and Africa. With credit being the key business priority, Lazypay and Paysense, the digital lending service providers, have been developed to offer credit solutions such as small ticket credit (Buy Now, Pay Later), app based personal loans and point of sale credit.

Role and Responsibilities

• Role :
  
• To support PayU’s growth plans in India for fintech and credit opportunities, PayU is looking for a Internal Ombudsman with hands-on experience in a systemically important non-banking finance company (SI-NBFC), compliance, and handling customer grievances. Experience in SEBI compliance, banking, payment aggregator business, PPI, etc will be an added advantage.Key responsibilities for this role include: 
  
• Provide support in handling customer complaints, dealing with the nodal officer, ombudsman, etc. including escalations by RBI and handling RBI CMS portal.
• Provide training programmes or conferences to raise awareness by using the analysis of similar complaints which have been previously handled by him.
• Shall categorically analyse the pattern of all the complaints received and accordingly provide inputs for policy intervention to PayU.
• Shall examine the complaints on the basis of records/ documents including complaint available with PayU and comments/ clarifications furnished by PayU to specific queries of the Consultant. The Consultant may seek additional information in this regard, if deemed necessary.
• Shall hold meetings with concerned functionaries/ departments of PayU and seek any record/ document available with PayU that is necessary for examining the complaint.
• Shall also be responsible for the implementation of PayU’s Internal Ombudsman Policy as may be modified and amended from time to time.
• Shall do, all such acts necessary as may be stipulated by the Scheme and/or PayU from time to time.

Education qualification:

• A bachelor’s degree in law and relevant experience in handling customer grievances.

Experience

• Experience:
• The person shall be either a retired or a serving officer, not below the rank of Deputy General Manager or equivalent in any financial sector regulatory body/any other NBFC/bank, with necessary skills and experience of minimum of seven years of working in areas such as non-banking finance, banking, financial sector regulation or supervision, or consumer protection.
• The person shall not have worked/be working in the NBFC/companies in the Group to which the NBFC belongs in which he/she is being appointed as IO
• Shall be less than 70 years of age