Job Purpose
The purpose is to support in the organization growth by making sure that customer service should be compliant as per process and policies.
Duties and Responsibilities
Major Activities carried out by the role

1. Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.
2. Lead and supervise the team to ensure effective execution of service compliance reviews across branches, back-office, digital and other customer service channels.
3. Define review plans, allocate work, monitor deliverables and ensure timely completion of compliance checks, sample validations, thematic reviews and issue closures.
4. Validate that customer service processes comply with approved policies, SOPs, regulatory requirements, customer fairness principles and ethical servicing standards.
5. Review team findings for accuracy, completeness and evidence sufficiency, and ensure observations are clearly articulated with root cause, risk, impact and actionable recommendations.
6. Drive systemic and preventive control improvements by identifying manual dependencies, process gaps, application issues and opportunities for automation or control strengthening.
7. Ensure service applications, CRM workflows, complaint handling processes, customer communication templates and service channels remain aligned, synchronized and compliant.
8. Engage with Service, Business, Risk, IT, PMO and COE teams for clarification of process gaps, closure of observations, implementation of corrective actions and escalation of material compliance issues.
9. Coach,



guide and develop team members by building process knowledge, review discipline, documentation quality and consistent compliance assessment standards.
10. Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.
11. Ensure periodic sample checks, thematic reviews and compliance testing are done over service requests, branch operations, digital service journeys and customer grievance redressal processes.
12. Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.
13. Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes.
14. Prepare reports and MIS and have the same shared with SMTs for regular reviews.
Key Decisions / Dimensions
100% process compliance & 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
a) Qualifications
Any Graduate

b) Work Experience
Minimum graduation with 8-10 years of experience in Credit and Operations/Customer service.

c) Skills Keywords
Effective verbal and written communication skills.
Problem solving skills with solid 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.

📌 Lead - Corporate Audit Services/Senior Lead - Corporate Audit Services (Megapolis)
🏢 Bajaj Finance
📍 Megapolis