Unit Manager - Corporate Audit Services

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

• To validate that customer service is aligns with customer fairness and ethical standards.
• Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.
• Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.
• Conduct periodic sample checks, thematic reviews and compliance testing over service requests, branch operations, digital service journeys and customer grievance redressal processes.
• Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.
• Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes.
• Ensure completeness of process documents, maintenance update SOPs as per process.
• To ensure compliance is systemically enforced, not manually dependent.
• Ensuring process is running as per policy agreed at the board as per regulatory
• Validate all service applications and channels to ensure synchronization
• Communication governance to ensure all customer communications are clear, accurate, fair, and non-misleading.

• 100% process compliance no observation in further audits

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

• a) Qualifications Any Graduate
• b) Work Experience Minimum graduation with 6-8 years of experience in Credit and Operations/Customer service.
• 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.