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