Job 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 types.
- 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.

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