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 stakeholders.
- Horizontal implementation of recommendation received from Internal Ombudsman.
- Managing various trackers 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 Experiencea) 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)
- Valuable interpersonal skills
- Good communication skills
- People Management skills

Locations Job Level: GB04

Job Title: Senior Unit Manager - Operations And Service, Customer Experience, RBI & SMT Escalations

Job Location Country: India

State: MAHARASHTRA

Region: West

City: Pune

Location Name: Pune Corporate Office - Mantri Tier Megapolis

📌 Unit Manager - Operations and Service/Se... (India)
🏢 Bajaj FinServ
📍 India