Unit Manager - Operations And Service/Senior Unit Manager - Operations And Service

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.

• ? 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.|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.

? Drawing a balance between company’s business objective and customer centricity.

• 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