Job Requirements
About the Role
As a Senior Specialist – Process Auditor in the Customer Experience team, you will be responsible for ensuring regulatory compliance, process integrity, and operational excellence through regular audits and control testing. Based in Navi Mumbai (), your role involves reviewing complaint data, managing regulatory submissions, and collaborating with stakeholders to implement corrective actions and process improvements.
Key Responsibilities
Primary Responsibilities
- Review complaint documentation as per defined frequency and update based on recent RBI guidelines.
- Ensure consistent understanding of complaint definitions across all frontline units.
- Conduct checks on calls to verify proper complaint tagging in the CRM system.
- Review complaint data and ensure timely reporting to internal and external stakeholders.
- Perform regulatory submissions as per defined timelines and formats.
- Execute control testing and submit reports to the Risk team.
- Prepare and share data for internal, statutory, and RBI audits.
- Follow up with stakeholders to ensure timely closure of audit observations.
- Maintain and update the Risk Control Matrix (RCM) regularly.
- Act as an auditee for various audits at the Customer Delivery Center (CDC).
- Identify complaint trends and coordinate with stakeholders for corrective actions.
- Liaise with Risk and Compliance teams for implementation of new regulations and processes.
- Release monthly dashboards on regulatory audits conducted by the team.
Secondary Responsibilities
- Demonstrate strong analytical skills and attention to detail.
- Take initiative and show self-motivation in daily tasks.
- Communicate effectively, both verbally and in writing.
- Meet tight daily and monthly deadlines.
- Prepare reports and presentations (PPTs) for stakeholders.
- Exhibit strong interpersonal skills to engage with cross-functional teams.
What We Are Looking For
Education
- Graduate in any discipline.
Experience
- Relevant experience in process audits, regulatory reporting, or customer service operations preferred.
Skills and Attributes
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in preparing reports, dashboards, and presentations.
- Ability to manage multiple tasks and meet deadlines.
- Customer-centric mindset with a focus on compliance and quality.
- Familiarity with regulatory frameworks and audit processes.
