Manager - Operations and Service
Bajaj Finance
Manager - Operations and Service
About this role
| Job Purpose | To refer the Allegation rejected case to the Internal Ombudsman team in respect of case work activities by preparing synopsis of the customer complaints / Allegation , working on process improvement 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 office. • Ensuring the cases are presented to the Internal Ombudsman office in the agreed format with all supporting documents and related information. • Liaison with the Service team, Business team to ensure required case level details are shared with the Internal Ombudsman team in a timebound manner. • Produce or amend submissions where appropriate. • Prepare case level synopsis and work on recommendations for actions to be taken. • Give information and advice to customer service staff / teams to clarify issues for presentation to the Ombudsman office and to share learning across the Office. • Tracking of recommendations received from Internal Ombudsman and implementation. • IO reviewer / referral queue management and referral tracking for TAT, closure etc. • Preparation of various presentation 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 4000 cases referred to the Internal Ombudsman’s. ? Currently there are 10 officers who are part of Internal Ombudsman Reviewer / referral process. ? Each officer manages 200-250 cases in a month. ? 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 any gap identified ? 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 |
Frequently Asked Questions
Is the salary disclosed for the Manager - Operations and Service position at Bajaj Finance?
The salary for this Manager - Operations and Service role at Bajaj Finance is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Manager - Operations and Service position at Bajaj Finance located?
This Manager - Operations and Service role at Bajaj Finance is based in Pune, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Manager - Operations and Service role at Bajaj Finance full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Manager - Operations and Service role at Bajaj Finance.
How do I apply for the Manager - Operations and Service position at Bajaj Finance?
Click the "Apply Now" button on this page. You will be redirected to Bajaj Finance's official application portal hosted on peoplestrong where you can submit your application directly.
When was the Manager - Operations and Service job at Bajaj Finance posted?
This Manager - Operations and Service position at Bajaj Finance was posted on Oct 3, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager - Operations and Service
Bajaj Finance
You'll be redirected to Bajaj Finance's official application page on peoplestrong.