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

Work arrangement
No