Job Purpose To provide support to the Internal Ombudsman in respect of case work activities by preparing synopsis of the customer complaints / allegation 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.

- Currently there are 11 officers who are part of Internal Ombudsman office.

- Each officer manages Phone Number cases in a month.

- IO referral closure TAT as per RBI guideline of

- Process improvements to be identified and taken ahead with relevant team for closure.

Major Challenges

- Implementation of recommendation received from Internal Ombudsman liaising with various stakeholder.

- Horizontal implementation of recommendation received from Internal Ombudsman.

- Managing various tracker 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 Experience a) 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

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