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