Assistant Manager - Operations and Service

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.


• Currently there are 11 officers who are part of Internal Ombudsman office.


• Each officer manages PHONE_NUMBER 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

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