Assistant Manager - Customer Service

Position

Department

Location

Role Purpose

Manage litigation-related customer complaints, legal notices, consumer court matters, and regulatory escalations. Conduct investigations, prepare case studies and case sheets, coordinate with legal and business teams, and ensure timely case resolution.

Key Responsibilities

- Handle litigation complaints, legal notices, consumer court cases, Ombudsman complaints, and regulatory escalations.
- Conduct end-to-end investigations and root cause analysis.
- Prepare detailed case studies, case sheets, and investigation reports.
- Coordinate with Legal, Compliance, Operations, Sales, and Customer Service teams.
- Review policy documents, call recordings, customer communications, and supporting evidence.
- Draft case summaries and responses for legal proceedings.
- Track litigation cases from initiation to closure and maintain MIS.
- Ensure adherence to TATs and regulatory requirements.
- Analyze litigation trends and recommend corrective actions.
- Support management with dashboards and governance reviews.

Measures of Success

- Timely closure of litigation cases
- 100% compliance with legal and regulatory requirements
- Accurate case documentation and reporting
- Reduction in repeat litigation cases

Qualifications & Experience

Graduate with 4-7 years of experience in Litigation Management, Customer Grievances, Legal Operations, or Insurance/BFSI Customer Service.

Skills Required

- Investigation & analytical skills
- Litigation and complaint handling
- Legal documentation and reporting
- Stakeholder management
- Excellent communication skills
- MS Office and MIS reporting