Deputy 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