Cluster Manager - Corporate Audit Services

Bajaj Finserv Limited; Pune District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Bajaj Finserv Limited in Pune invites an experienced compliance professional to ensure customer service processes comply with policies across credit and operations. You will monitor service activities, audit trails, and collaborate with Risk, Legal, IT to embed compliance-by-design, while maintaining documentation and audits.

The role requires 6-8 years' experience in credit and customer service, strong communication, and familiarity with CRM tools such as Pennant, Customer 360, and SFDC CRM.

Qualifications

• Any Graduate.
• Minimum graduation with 6-8 years of experience in Credit and Operations/Customer service.
• Effective verbal and written communication skills. Problem solving skills with strong attention to detail. Flexibility in 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.

Responsibilities

• Validate that customer service aligns with fairness and ethical standards.
• Monitor compliance of service activities including request handling, complaint resolution, TAT adherence, and documentation.
• Review service exceptions, deviations and escalations to identify gaps and corrective action.
• Conduct periodic sample checks, thematic reviews and compliance testing across service journeys and processes.
• Track open compliance issues and ensure timely remediation with evidence and audit trails.
• Collaborate with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls.
• Ensure completeness of process documents and update SOPs as per process.
• Ensure compliance is systemically enforced, not manually dependent.
• Ensure processes run per board-approved policy and regulatory requirements.
• Validate all service applications and channels to ensure synchronization.

Skills

Verbal & written comms

Problem solving

Attention to detail

Office timings flexibility

Loan journey experience

Education

Any Graduate

Tools

Pennant

Customer 360

SFDC CRM

Job description

Job Purpose

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

Duties and Responsibilities

Major Activities carried out by the role

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

Key Decisions / Dimensions

100% process compliance & no observation in further audits

Major Challenges

100% coverage of service request from all the channelsLatest process & policy changes awareness for audit coverage

Required Qualifications and Experience

• a) QualificationsAny Graduate
• b) Work ExperienceMinimum graduation with 6-8 years of experience in Credit and Operations/Customer service.
• c) Skills KeywordsEffective verbal and written communication skills. Problem solving skills with strong attention to detailFlexible in terms of office timingsMortgage/Personal/Business/Consumer loan end to end journey experienceSound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.