Assistant 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.

• 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.
• There are 1800 cases referred to the Internal Ombudsman each month.
• Currently there are 11 officers who are part of the Internal Ombudsman office.
• Each officer manages cases in a month.
• IO referral closure TAT as per RBI guideline of less than 5 days to be met at all times.
• Process improvements to be identified and taken ahead with relevant team for closure.

• Implementation of recommendations received from the Internal Ombudsman liaising with various stakeholders.
• Horizontal implementation of recommendations received from the Internal Ombudsman.
• Managing various trackers for cases referred and decisions received from the Internal Ombudsman.
• Heavy flow of cases during month end and year end.
• 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