Job Summary 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

- To validate that customer service is aligns with customer fairness and ethical standards.
- Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.
- Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.
- Conduct periodic sample checks, thematic reviews and compliance testing over service requests, branch operations, digital service journeys and customer grievance redressal processes.
- Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.

- Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes.
- Ensure completeness of process documents, maintenance update SOPs as per process.




- To ensure compliance is systemically enforced, not manually dependent.

- Ensuring process is running as per policy agreed at the board as per regulatory
- Validate all service applications and channels to ensure synchronization
- Communication governance to ensure all customer communications are clear, accurate, fair, and non-misleading.

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

- Qualifications: Any Graduate
- Work Experience: Minimum graduation with 6-8 years of experience in Credit and Operations/Customer service.
- Skills Keywords: Effective verbal and written communication skills. Problem solving skills with robust 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.

📌 Deputy Unit Manager - Corporate Audit Services (Pune)
🏢 Bajaj Finance
📍 Pune