JOB DESCRIPTIONJob Purpose

"This position is open with Bajaj Finance Ltd."

- Culture Anchor:
- Have high ambitions - Inspires the team to aim for higher targets and supports in achieving them
- Own It - Acknowledges uncertainty and makes changes in own decisions/actions for better outcomes

Duties and Responsibilities

- To deep dive & analyze current customer grievances by checking samples of each complaint type.
- Identify IT issues/ Data errors/ Human errors/ Process lapse as root cause & process gaps for complaint types
- Recommend & execute the solutions through:
- System changes (Validations Incorporation)
- Data curing/ cleansing process set up (Data Enrichment Framework)
- Training (People Skill Enhancement)
- Process change/ improvements (SOP changes)

- Ensure implementation in collaboration with individual businesses, COEs, & Technology team.
- Ongoing monitoring of solutions implemented through:

- Regular Exception Reports/ Control Charts




- Sample Quality Checks
- Internal Audit Framework

- Detailed RCA sharing with the SMT team/PMO team/Business Teams & discussion on proposed solutions
- Making follow up with internal stakeholders such as IT/PMO and other teams required as per solutions implemented & further tracking

Required Qualifications and Experience

- Practice Emotional Intelligence - Develops the team, supporting them to do more
- Listens to others, stays calm under pressure, and treats everyone with respect.

Locations

- Job Level: GB03
- Job Title: Manager - Operations And Service, Customer Experience, IO Referral - Reviewer Team
- Job Location:
- Country: India
- State: Maharashtra
- Region: West
- City: Pune
- Location Name: Pune Corporate Office - Mantri Tier Megapolis

📌 Manager - Operations and Service (Pune)
🏢 Bajaj FinServ
📍 Pune