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Manager - Operations and Service at Bajaj Finserv — Pune Division

Experience6–8 yrs
SalaryNot disclosed
RoleBack Office & Data Entry
Work modeonsite
Posted3 Oct 2026

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About Bajaj Finserv

Bajaj Finserv is hiring in Pune Division in financial services. This role looks for around 6+ years of experience.

Skills

Knowledge of service processes
Microsoft Excel
Microsoft Word
Microsoft PowerPoint

The role

Operations and service manager in a financial services company. Reviews customer complaints and escalations, prepares Internal Ombudsman case submissions, and tracks recommendations and process improvements. Applies Knowledge of service processes, Microsoft Excel, and Microsoft PowerPoint.

Full job description

Location Name: Pune Corporate Office - Mantri

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

Qualifications Graduate in any stream 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