Associate - CRM - Motor Finance - Operations
- Tata Capital
- 3 - 5 years
- Mumbai
- 5 days ago
- Email to a friend
- Report this job
Job Description
- Bachelor degree from a recognized college/university
Desired Experience: 3-5 Years. Experience involving direct interactions with customers preferred.
Key Objective of the Job: Customer communication management
- Experience in QRC management and direct interaction with customers to resolve issues.
- Leading and monitoring the complaint-handling team within customer service.
- Monitoring RBI CMS and CPGRAMS portals to track complaints received from regulators.
- Interacting with cross-functional teams to ensure on-time resolution of customer complaints.
- Escalating complex or high-impact cases to appropriate departments (Collections, Operations, Sales, etc.).
- Ensuring all resolved cases are closed with customer confirmation when necessary.
- Interacting with RBI officials on queries raised or advisories issued and providing necessary clarifications.
- Ensuring all RBI advisories are complied with within the given timeline and uploading all supporting evidence on the portals.
- Maintaining accurate and detailed records of all complaints, actions taken, and resolutions.
- Preparing complaint-related MIS reports for submission to RBI as per applicable RBI circulars.
- Identifying recurring issues and suggesting improvements to enhance customer experience.
- Interacting with the Internal Ombudsman (IO) for complaint resolution and addressing queries raised by the IO.
- Ensuring IO suggestions are implemented and following up through every step of the process.
- Documenting evidence of implementation of IO recommendations and updating the IO accordingly.
- Ensuring adherence to regulatory requirements, internal policies, and audit standards at all times.
- Serving as the primary point of contact during RBI audits and internal audits related to customer complaints.
- Driving improvements based on audit findings to enhance process robustness and regulatory compliance.
- Providing timely training to the team on process changes, new implementations, policy updates, and system enhancements to ensure operational readiness and compliance.
- Initiating new projects and process improvement initiatives to strengthen complaint management operations.
- Project Management skills
- System knowledge - MS Office, CRM, MS Powerpoint
- Process orientation
- Ability to influence & build strong working relationship with grass root employees & seniors
- Team management
- Passion for working on Customer service & initiatives impacting Customers
- Communication (Oral & written) & Presentation skills
- Desire to learn & explore
- Creativity & resourcefulness
Job Classification
Industry: Financial ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Tata CapitalLocation(s): Mumbai
Keyskills: Team management Process improvement CMS Customer service MS Office Powerpoint Operations Monitoring Complaint management Auditing
Similar positions
Tata Capital
Tata Capital Limited, a subsidiary of Tata Sons Private Limited, is registered with the Reserve Bank of India as a Systemically Important Non-Deposit Accepting Core Investment Company. A trusted, customer-centric, one-stop financial solutions partner, it caters to the diverse needs of retail, com...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in