Internal Ombudsman

Internal

Ombudsman,

Jupiter

Group

Joint

appointment

by:

Amica

Finance

Private

Limited

(nbfc)

and

Amica

Payment

Services

Private

Limited

(Non-Bank

PPI

Issuer)

About

the

Role

The

Jupiter

group

is

establishing

the

office

of

the

Internal

Ombudsman

(IO)

at

the

apex

of

customer

grievance

redress

across

its

two

RBI-regulated

entities,

Amica

Finance

Private

Limited

(the

Nbfc)

and

Amica

Payment

Services

Private

Limited

(the

PPI

issuer).

The

IO

is

a

statutory

Function

under

the

RBI

(Internal

Ombudsman)

Directions,

2026,

and

provides

a

final,

impartial

layer

of

internal

review

for

customer

complaints

that

have

been

wholly

or

partially

rejected

by

the

grievance

teams

of

either

regulated

entity.

The

IO

will

be

jointly

appointed

by,

and

accountable

to,

the

Boards

of

both

entities

with

separate

but

coterminous

appointment

letters

and

a

unified

office

of

the

IO.

The

role

operates

with

full

functional

independence

from

business

and

operations,

and

is

supported

(at

the

Board's

discretion)

by

a

Deputy

Internal

Ombudsman

to

assist

with

volume

and

perimeter-specific

handling.

Complaints

relating

to

savings

accounts,

fixed

deposits,

and

co-branded

cards

issued

by

partner

banks

(Federal

Bank,

CSB

Bank,

and

others)

remain

within

the

jurisdiction

of

those

banks'

own

Internal

Ombudsmen;

the

Jupiter

group

IO

will

coordinate

handof fs

but

not

adjudicate

over

such

cases.

Key

Responsibilities

Cross-Perimeter

Complaint

Adjudication

Independently

review

every

complaint

that

the

grievance

redress

mechanism

of

either

Amica

Finance

or

Amica

Payment

Services

proposes

to

reject,

wholly

or

partly,

before

final

response

to

the

customer.

Complaints

are

auto-escalated

to

the

IO's

office

through

each

entity's

complaint

management

system

within

RBI-prescribed

timelines.

The

IO

assesses

each

case

for

procedural

fairness,

policy

adherence,

and

regulatory

compliance,

and

issues

a

decision

that

is

binding

on

the

respective

regulated

entity

—

save

where

the

Competent

Authority

secures

Board-level

approval

to

disagree,

with

a

complete

audit

trail.

Where

the

IO

upholds

a

rejection,

the

customer

reply

must

explicitly

state

that

the

matter

has

been

examined

by

the

IO.

Regulatory

Compliance

&

RBI

Interface

Ensure

full

compliance

with

the

RBI

(Internal

Ombudsman)

Directions,

2026,

and

the

RB-Integrated

Ombudsman

Scheme

as

applicable

to

NBFCs

and

non-bank

PPI

issuers.

Maintain

read-only

access

to

the

RBI's

Complaint

Management

System

for

both

entities

to

track

cases

forwarded

by

RBI

Ombudsman

offices

and

decisions

of

the

RBI

Ombudsman

/

Appellate

Authority.

Ensure

all

IO

decisions

are

mandatorily

included

in

submissions

made

by

either

entity

to

the

RBI

Ombudsman

in

respect

of

escalated

complaints.

Where

applicable,

recommend

Compensation

in

line

with

the

RB-Integrated

Ombudsman

Scheme.

Root

Cause

&

Trend

Analysis

Analyse

complaint

patterns

across

both

regulated

perimeters

—

covering

personal

loans,

earned-wage

access,

co-lending

exposures,

partner-NBFC

arrangements,

wallet/PPI

services,

UPI

flows,

and

digital

lending

journeys.

Surface

systemic

issues,

biased

outcomes,

and

recurring

failure

modes,

including

those

arising

from

algorithmic

underwriting,

third-party

Lsp/dla

conduct,

and

recovery

practices.

Translate

insights

into

concrete

recommendations

for

policy,

product,

and

process

correction,

and

drive

preventive

action

with

business

owners

across

the

group.

Board

Engagement

&

Reporting

Submit

quarterly

reports

separately

to

the

Customer

Service

Committee

of

each

Board

(Amica

Finance

and

Amica

Payment

Services),

with

submissions

due

by

the

15th

of

the

month

following

each

quarter

as

required

under

the

2026

Directions.

Reports

will

cover

complaint

volumes,

turnaround

times,

IO

overturn

rates,

top

complaint

categories,

repeat-failure

trends,

and

emerging

conduct-risk

areas,

on

a

perimeter-wise

and

consolidated

basis.

Serve

as

a

permanent

invitee

to

Board

meetings

of

both

entities

as

required.

Stakeholder

Collaboration

&

Escalation

Coordination

Partner

with

Customer

Support,

Risk

&

Compliance,

Product,

Operations,

Lending

Service

Providers,

and

the

Principal

Nodal

Officers

of

both

regulated

entities

to

ensure

timely

implementation

of

IO

recommendations.

Coordinate

with

Internal

Ombudsmen

at

partner

banks

and

partner

NBFCs

(where

Jupiter

operates

as

Dla/lsp)

to

ensure

clean

handof fs

across

regulated

perimeters.

Operate

as

a

neutral

escalation

authority

across

functions

without

taking

on

operational

ownership

of

complaint

handling.

Independence

&

Ethics

Maintain

complete

independence,

confidentiality,

and

freedom

from

commercial

pressure.

Stay

deliberately

removed

from

first-level

complaint

handling,

the

Principal

Nodal

Officer

Function

at

either

entity,

and

all

line-management

responsibilities,

so

as

to

preserve

the

integrity

and

statutory

standing

of

the

office.

Eligibility

Criteria

(Aligned

with

RBI

Internal

Ombudsman

Directions,

Mandatory

(regulatory)

Currently

serving

or

retired

officer,

in

a

rank

equivalent

to

General

Manager

(or

above)

in

a

bank,

another

NBFC,

a

non-bank

PPI

issuer,

a

CIC,

or

a

financial

sector

regulatory

body.

Serving

officers

must

relinquish

their

existing

position

before

assuming

charge.

Minimum

7

years

of

working

Experience

in

one

or

more

of:

banking,

non-banking

finance,

financial

sector

regulation/supervision,

payment

and

settlement

systems,

credit

information,

or

consumer

protection.

Must

not

have

been

previously

employed

by,

nor

presently

be

employed

by,

Amica

Finance

Private

Limited,

Amica

Payment

Services

Private

Limited,

Amica

Financial

Technologies

Limited

(Jupiter),

or

any

holding,

associate,

or

subsidiary

company

within

the

Jupiter

group.

This

is

a

hard

regulatory

bar

—

internal

candidates

and

former

group

employees

are

not

eligible.

Cannot

simultaneously

hold

the

office

of

Principal

Nodal

Officer

at

either

regulated

entity.

Will

not

be

over

70

years

of

age

at

any

point

during

the

tenure.

Engagement

terms

(regulatory)

Contractual

appointment

for

a

fixed

term

of

not

less

than

3

years

and

not

more

than

5

years

(including

any

extension).

Not

eligible

for

reappointment

in

the

same

regulated

entity.

Cannot

be

removed

mid-tenure

without

explicit

RBI

approval.

Emoluments

and

facilities

to

be

fixed

jointly

by

the

two

Boards

commensurate

with

the

seniority

of

the

office,

and

not

variable

during

the

tenure.

Preferred

Prior

Experience

as

an

Internal

Ombudsman,

Banking

Ombudsman,

Principal

Nodal

Officer,

or

in

a

senior

compliance

/

grievance-redress

role

at

a

regulated

entity.

Working

familiarity

with

digital

lending,

PPI/wallet

operations,

partner-bank/co-lending

models,

and

fintech-specific

complaint

typologies.

Experience

interfacing

with

RBI's

CEPD,

Department

of

Supervision,

and

Department

of

Payment

and

Settlement

Systems.

Success

Metrics

Ratio

of

complaints

overturned

vs.

upheld

at

IO

review,

perimeter-wise

and

consolidated,

with

trend

tracking

Reduction

in

repeat

complaint

categories

quarter-on-quarter

across

both

entities

Improvement

in

post-escalation

customer

satisfaction

Clean

RBI

supervisory

observations

across

both

entities

(Department

of

Supervision

for

the

NBFC;

Dpss

for

the

PPI

issuer)

Sustained

reduction

in

escalations

from

Amica

Finance

and

Amica

Payment

Services

to

the

RBI

Ombudsman

Adherence

to

RBI-mandated

resolution

timelines,

including

the

20–25

day

auto-escalation

window

prescribed

under

the

2026

Directions