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

- Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.

- Lead and supervise the team to ensure effective execution of service compliance reviews across branches, back-office, digital and other customer service channels.

- Define review plans, allocate work, monitor deliverables and ensure timely completion of compliance checks, sample validations, thematic reviews and issue closures.

- Validate that customer service processes comply with approved policies, SOPs, regulatory requirements, customer fairness principles and ethical servicing standards.

- Review team findings for accuracy, completeness and evidence sufficiency, and ensure observations are clearly articulated with root cause, risk, impact and actionable recommendations.

- Drive systemic and preventive control improvements by identifying manual dependencies, process gaps, application issues and opportunities for automation or control strengthening.

- Ensure service applications, CRM workflows, complaint handling processes, customer communication templates and service channels remain aligned, synchronized and compliant.

- 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.

- Coach,



guide and develop team members by building process knowledge, review discipline, documentation quality and consistent compliance assessment standards.

- Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.

- Ensure periodic sample checks, thematic reviews and compliance testing are done 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.

- 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 strong attention to detail

- Adaptable 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 /Senior Lead - Corporate Audit Services (Pune)
🏢 Bajaj Finance
📍 Pune