Consumer Operations Management Role - BFSI

Role: Consumer Operations Management

Roles Responsibilities:

Operational:

- Monitoring of the complaint resolution process and ensuring compliance to TAT.

- Improve customer service experience by taking ownership of customers issues and following problems through to resolution.

- Facilitate the co-ordination with other departments within the Operations units.

- Manage the process documentation and updation of the same.

- Keep accurate records and document customer service actions and discussions.

- Keep oneself ahead of industry s developments and apply best practices to areas of improvement.

Control Risk Management

- Track the resolution process through MIS and ensure that there are no deviations from the SLA set.

- Manage the Internal Audit and Regulatory inspections.

- Ensure compliance with other Regulatory requirements.

- Work towards publishing timely reports to the regulator and internal auditors.

Vendor Management:

- Review vendor KPIs and KRAs and work along with them to improve the process.

- Adherence to vendor governance policies and processes.

- Track productivity, attendance, and other key metrics to ensure optimum performance and utilization.

Experience and Skills:

- 2-16 years of experience in BFSI domain in customer service, complaints management, and grievance redressal teams.

- Having previous experience of vendor management and governance

- Familiarity with Microsoft Office Suite - Word, Excel, PowerPoint, etc

- Bachelors Degree in appropriate field of study and equivalent work experience Familiarity with

- Flexibility to travel as needed.

- Executive presence and assertiveness.

- Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.

- Strong communication, organizational, verbal written skills.

- High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results