Unit Manager - Operations and Service/Senior Unit Manager - Operations and Service

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.

• 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

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

a) Qualifications

? Graduate in any stream

b) 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