Job Summary

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.

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.
- Currently there are 11 officers who are part of Internal Ombudsman office.
- Each officer manages cases in a month.
- IO referral closure TAT as per RBI guideline of less than 5 days to be met at all times.
- Process improvements to be identified and taken ahead with relevant team for closure.

Major Challenges

- Implementation of recommendation received from Internal Ombudsman liaising with various stakeholder.
- Horizontal implementation of recommendation received from Internal Ombudsman.
- Managing various tracker for cases referred and decisions received from Internal Ombudsman.
- Heavy flow of cases during month end and year end.
- Drawing a balance between company's business objective and customer centricity.

Qualifications and Experience

Graduate in any stream

Key skills required

- Team Management Skills
- Relationship Management skills
- Interpersonal Skills
- Analytical Problem-Solving skills
- Knowledge of service processes
- Knowledge of MS Office (Excel, Word PPT)
- Valuable communication skills
- People Management skills

📌 Deputy Unit Manager - Operations and Service (Pune)
🏢 Bajaj Finance
📍 Pune