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 causes & 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: GB04
Job Title: Senior Unit Manager - Operations And Service, Customer Experience, Office Of The Internal Ombudsman
Job Location Country: India
State: Maharashtra
Region: West
City: Pune
Location Name: Pune Corporate Office - Mantri Tier Megapolis

📌 Unit Manager Operations And Service/se Pune
🏢 Bajaj FinServ
📍 Pune