Deputy Unit Manager - Corporate Audit Services

Bajaj Finserv Limited; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Bajaj Finserv Limited is seeking a seasoned Compliance Specialist to help ensure customer service is aligned with policy and regulatory requirements in daily operations. The role focuses on monitoring processes, handling escalations, and driving corrective actions with clear audit trails.

You will collaborate with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to embed compliance-by-design in service journeys and to safeguard customer interests.

Qualifications

• Graduate with 6-8 years of experience in Credit and Operations/Customer service.
• Strong verbal and written communication with high attention to detail.
• Familiarity with credit/loan end-to-end processes and service applications.

Responsibilities

• Ensure customer service compliance with policies and processes.
• Validate that service requests align with fairness and ethical standards.
• Monitor compliance across requests, complaints, and closures.
• Identify gaps via reviews and escalations and initiate corrective actions.
• Coordinate with cross-functional teams to strengthen controls and embed compliance-by-design in service processes.
• Maintain up-to-date SOPs and ensure system-enforced compliance.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Office timings flexibility

Loan journey experience

Education

Graduate degree

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.