Job Purpose
To provide support to the Internal Ombudsman in respect of case work activities by preparing synopsis of the complaints / escalations being referred, tracking of IO recommendations etc.
Duties and Responsibilities
• Analyze the complaints & escalations on receipt and review details in relation to casework quality and assessing submissions to the Internal Ombudsman.
• Ensuring the cases are presented to the Internal Ombudsman in the agreed format with all supporting documents and related information.
• Liaison with the Service team, SMT, RBI escalation teams to ensure required case level details are shared with the Internal Ombudsman in a timebound manner.
• Produce or amend submissions where appropriate.
• Prepare case level synopsis and share recommendations for actions to be taken with the Internal Ombudsman.
• Give information and advice to customer service staff / teams to clarify issues for presentation to the Ombudsman and to share learning across the Office.
• Tracking of recommendations received from Internal Ombudsman and implementation.
• Internal Ombudsman queue management and referral tracking for TAT, closure etc.
• Preparation of various presentation related Internal Ombudsman for reviews.
Key Decisions / Dimensions
Following decisions are taken by the role:
? Ascertain the resolution offer to the customer is rightful and covering all concerns.
? Review tagging correctness (enquiry/request/complaint).
? Proposed for reparation as applicable.




? Supporting documents which are required for submission.
? Case level discussion with Internal Ombudsman to review verdict.
? Process related changes/enhancement basis IO recommendation.|? In a monthly 1800 cases referred to the Internal Ombudsman’s.
? There are 3 officers who are part of Internal Ombudsman office.
? Each officer manages 150-175 cases in a month.
? IO referral closure TAT as per RBI guideline of <5 days to be met at all times.
? Process improvements to be identified and taken with relevant team for closure.
Major Challenges
? Implementation of recommendation received from Internal Ombudsman liaising with various stakeholder.
? Horizontal implementation of recommendation received from Internal Ombudsman.
? Managing various tracker for cases referred and decisions received from Internal Ombudsman.
? Heavy flow of cases during month end and year end.
? Drawing a balance between company’s business objective and customer centricity.
Required Qualifications and Experience
a) Qualifications
? Graduate in any stream
b) Key skills required
• Minimum 6-8 years of work experience in operations & service in a finance company or a bank
• Team Management Skills, Relationship Management skills, Interpersonal Skills, Analytical & Problem-Solving skills.
• Knowledge of service processes
• Knowledge of MS office (Excel, Word & PPT)
• Good interpersonal skills
• Valuable communication skills
• People Management skills

📌 Unit Manager - Operations and Service/Senior Unit Manager - Operations and Service (Pune)
🏢 Bajaj Finance
📍 Pune