Unit Manager - Operations and Service

Location Name: Pune Corporate Office - Mantri

Job Purpose 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.

Duties And 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’s.

• Currently there are 11 officers who are part of Internal Ombudsman office.

• Each officer manages 200-250 cases in a month.  IO referral closure TAT as per RBI guideline of <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.

Required Qualifications And Experience

• Qualifications
• Graduate in any stream
• Key skills required
• Minimum 6-8 years of work experience in operations & service in a finance company or a bank
• Team Management Skills, Relationship Management skills, Interpersonal Skills, Analytical & Problem-Solving skills.
• Knowledge of service processes
• Knowledge of MS office (Excel, Word & PPT)
• Good interpersonal skills
• Good communication skills
• People Management skills