Deputy Unit 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.

• 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 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 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.

Graduate in any stream

Key skills required

• Team Management Skills
• Relationship Management skills
• Interpersonal Skills
• Analytical Problem-Solving skills
• Knowledge of service processes
• Knowledge of MS Office (Excel, Word PPT)
• Good communication skills
• People Management skills