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. To validate that customer service aligns with customer fairness and ethical standards.
2. Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation, and closure controls.
3. Review service exceptions, deviations, and escalations to identify compliance gaps, repeat issues, and control weaknesses requiring corrective action.
4. Conduct periodic sample checks, thematic reviews, and compliance testing over service requests, branch operations, digital service journeys, and customer grievance redressal processes.
5. Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.
6. Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology, and Product teams to strengthen controls and embed compliance-by-design in service processes.
7. Ensure completeness of process documents, maintenance & update SOPs as per process.
8. To ensure compliance is systemically enforced, not manually dependent.
9.



Ensuring process is running as per policy agreed at the board & as per regulatory.
10. Validate all service applications and channels to ensure synchronization.
11. 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 requests from all the channels.
- Latest process & policy changes awareness for audit coverage.

Required Qualifications and Experiencea) Qualifications Any Graduate.

b) Work Experience Minimum graduation with 6-8 years of experience in Credit and Operations/Customer service.

c) Skills Keywords

- Effective verbal and written communication skills.
- Problem-solving skills with strong attention to detail.
- Versatile 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.

Locations Job Level: GB05

Job Title: Cluster Manager - Corporate Audit Services, Corporate Audit Services, Corporate Audit Services

Job Location Country: India

State: MAHARASHTRA

Region: West

City: Pune

Location Name: Pune Corporate Office - Fountainhead Tier Megapolis

📌 Cluster Manager - Corporate Audit Servic... (India)
🏢 Bajaj FinServ
📍 India