Job Purpose To refer the Allegation rejected case to the Internal Ombudsman team in respect of case work activities by preparing synopsis of the customer complaints / Allegation , working on process improvement etcDuties and Responsibilities
- Analyze the complaints & escalations on receipt and review details in relation to casework quality and assessing submissions to the Internal Ombudsman office.
- Ensuring the cases are presented to the Internal Ombudsman office in the agreed format with all supporting documents and related information.
- Liaison with the Service team, Business team to ensure required case level details are shared with the Internal Ombudsman team in a timebound manner.
- Produce or amend submissions where appropriate.
- Prepare case level synopsis and work on recommendations for actions to be taken.
- Give information and advice to customer service staff / teams to clarify issues for presentation to the Ombudsman office and to share learning across the Office.
- Tracking of recommendations received from Internal Ombudsman and implementation.
- IO reviewer / referral queue management and referral tracking for TAT, closure etc.
- Preparation of various presentation 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.
? 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 4000 cases referred to the Internal Ombudsman’s.
? Currently there are 10 officers who are part of Internal Ombudsman Reviewer / referral process.
? Each officer manages 200-250 cases in a month.
? 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 any gap identified
? 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)
- Positive interpersonal skills
- Good communication skills
- People Management skills
📌 Manager - Operations and Service (Pune)
🏢 Bajaj Finance
📍 Pune
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