Job Summary

The purpose is to support in the organization growth by making sure that customer service should be compliant as per process and policies.

Responsibilities

- Assess and validate that customer service practices align with principles of customer fairness, ethical standards, and regulatory expectations.
- Review and ensure completeness, accuracy, and timely updates of process documentation and Standard Operating Procedures (SOPs) in accordance with approved processes.
- Evaluate whether compliance controls are system-driven and embedded within systems, minimizing reliance on manual interventions.
- Audit processes to confirm adherence to Board-approved policies and applicable regulatory requirements.
- Review and validate service applications and operational channels to ensure alignment, consistency, and synchronization across platforms.
- Assess communication governance frameworks to ensure all customer communications are explicit, accurate,



transparent, and non-misleading.

Key Decisions / Dimensions

100% process compliance and no observation in further audits

Major Challenges

- 100% coverage of service request from all the channels
- Latest process & policy changes awareness for audit coverage

Required Qualifications and Experience

- Qualifications: Any Graduate
- Work Experience: Minimum graduation with 6-8 years of experience in Credit and Operations
- Skills Keywords:
- Effective verbal and written communication skills
- Problem solving skills with strong attention to detail
- Flexible in terms of office timings
- Mortgage/Personal/Business/Consumer loan end to end journey experience
- Sound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.

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