Cluster Manager - Operations and Service/Senior Cluster Manager

Job Purpose


The purpose is to support in the organization growth by making sure that customer service should be compliant as per process and policies.

Duties and Responsibilities


Major Activities carried out by the role

1.??Assess and validate that customer service practices align with principles of customer fairness, ethical standards, and regulatory expectations.
2.??Review and ensure completeness, accuracy, and timely updates of process documentation and Standard Operating Procedures (SOPs) in accordance with approved processes.
3.??Evaluate whether compliance controls are system-driven and embedded within systems, minimizing reliance on manual interventions.
4.??Audit processes to confirm adherence to Board-approved policies and applicable regulatory requirements.
5.??Review and validate service applications and operational channels to ensure alignment, consistency, and synchronization across platforms.
6.??Assess communication governance frameworks to ensure all customer communications are clear, accurate, transparent, and non-misleading.

Key Decisions / Dimensions


100% process compliance & no observation in further audits

Major Challenges


100% coverage of service request from all the channels
Latest process & policy changes awareness for audit coverage

Required Qualifications and Experience


a)??Qualifications
Any Graduate

b)??Work Experience
Minimum graduation with 6-8 years of experience in Credit and Operations.


c)??Skills Keywords
Effective verbal and written communication skills.
Problem solving skills with strong attention to detail
Flexible in terms of office timings
Mortgage/Personal/Business/Consumer loan end to end journey experience
Sound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.