Managing & Resolving the customer complaints and escalations reaching to the Senior Management team and board of directors. Deep-dive of escalations, RCA CAPA and identifying process Gaps.
Duties and ResponsibilitiesPRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job)
1. Escalations Management - SMT
- Resolving Customer escalations to the Senior Management Team (email & social media)
- Out calling the customer and understanding the issue. Close looping through email with customers.
- Closely work with IO team on the complaint Cases.
- Identifying opportunities and engagements with Teams
- Engaging & Liaison with various teams to provide resolution of the escalations.
- Detailed RCA, CAPA and sharing it with the SMT team/PMO team/Business Teams.
- Deep dive into processes, identify gaps and points of breakdown. Identify redundant activities.
- Trend analysis of SMT escalations and specific callout.
- Team Management and Coaching
- Individual Contributor.
MAJOR CHALLENGES (Challenges faced on an ongoing basis in carrying out the job)
- High volumes of escalations, leading to stretched working hours almost every day, including weekends.
- There is a need to keep up to date on all products and businesses but there is no structured mechanism for the team to get these inputs.
- Very less visibility on the new product and process launches.
- Have to send multiple reminders to get reverts from business teams on escalated cases.
DECISIONS (Key decisions taken by job holder at his/her end)
- Deciding on customer exceptions as per service empowerment.
- Review and identify the critical cases and initiate reparation as required.
INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job)
Internal Clients
Roles you need to interact with inside the organization to enable success in your day-to-day work:
- Service teams, Business teams, Risk team, Legal & Compliance team, COE teams, Product teams, PMO teams, CRCR team, DMT team, etc.
External Clients
Roles you need to interact with outside the organization to enable success in your day-to-day work:
- NA.
DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job)
Financial Dimensions
(These should be quantifiable numerical amounts)
- NA, no defined budget.
Other Dimensions
(Significant volume dimensions associated with the job)
- NA.
SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)
- Should have worked in customer service domain.
- Service orientation and attitude to challenge status-quo.
- Hands-on expertise on CRM tools like Salesforce.
- Applicant should be well versed with MS Office - Word, Excel, PowerPoint.
- High degree of passion and self-belief.
- Collaborative work style to engage with peers & colleagues in other functions across the company.
- Exceptionally high motivational levels and a self-starter.
- Should have good command over local language with good written and verbal communication.
Required Qualifications and Experience SKILLS AND KNOWLEDGE
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)
- Should have worked in customer service domain.
- Service orientation and attitude to challenge status-quo.
- Hands-on expertise on CRM tools like Salesforce.
- Applicant should be well versed with MS Office - Word, Excel, PowerPoint.
- High degree of passion and self-belief.
- Collaborative work style to engage with peers & colleagues in other functions across the company.
- Exceptionally high motivational levels and a self-starter.
- Should have valuable command over local language with good written and verbal communication.
Educational Qualifications a) Qualifications
- Minimum Qualification: Graduate
b) Work Experience
- Minimum 3-5 years of experience.
Locations BASIC SECTION
Job Level: GB03
Job Title: Deputy Unit Manager - Operations And Service, Customer Experience, RBI & SMT Escalations
Job Location Country: India
State: MAHARASHTRA
Region: West
City: Pune
Location Name: Pune Corporate Office - Mantri Tier Megapolis
📌 Deputy Unit Manager - Operations and Ser... (India)
🏢 Bajaj FinServ
📍 India
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