Location Name: Pune Corporate Office - Mantri

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 200-250 cases in a month.
IO referral closure TAT as per RBI guideline of

📌 Deputy Unit Manager (Pune)
🏢 Bajaj FinServ
📍 Pune