Mount Talent Consulting Hiring for Senior Manager – Internal Ombudsman Unit | Bank | Urgent Opening Job at Mumbai Full Time

Mumbai (All Areas)

Roles and Responsibilities

Job Description

Job Title Senior Manager – Internal Ombudsman Unit

Department Client Services

A. Position Purpose

Responsible for successful implementation and continuous adherence to the Internal

Ombudsman Scheme of RBI, as applicable to the Bank.

Primary Role:

Internal Ombudsman Unit / SPOC for referral of cases to IO for declines to Clients by bank

Responsible to ensure complete details are enclosed

Discussion of cases with Complaints Management Teams (CMUs) for their guidance and for any

further information or documentation required

Achieve timely IO referral of cases

Advise and guide CMU teams on adherences to IO Decisions and maintain MIS of the same

Ensure that Analysis of those cases closed in Client favor & suggestions and learnings from IO

are part of Dashboard MIS

Responsible for rolling out monthly IO MIS

B. Position Responsibilities

Sr. Key Responsibilities

1

Defining, building, implementing and ensuring continuous adherence to I.O. Scheme and

I.O. related Architecture by the Bank by regularly advising teams to refer cases for no

miss-outs.

2 Continuous review and improvisation of the I.O. related Processes and Architecture.

Be key stakeholder in incorporating effective usage of IO Scheme in complaints management software

3 Support the Head Complaints Management in the creation and then continued

adherence to Referral Process-IO SOP – Complaints Tickets.

4 Documentation of I.O. related processes and policies as applicable from the Regulatory and Bank’s

perspective

5 Regularly review I.O. Scheme of RBI and other related Regulatory updates from RBI

Website

9

Share cases with I.O. and then IO Verdict with teams for their actions basis IO Decisions.

Liaise with Teams for clearing any IO queries.

Take adherence confirmations from relevant complaints teams in all recommendations /

rulings of IO

10 Be updated with RBI Circulars and Bank’s process/policies/term and conditions for discussions on cases

with the I.O.

11 Create all referral related information / data / dashboards MIS , Learnings etc., for

submissions to various Governance Bodies Audit and Services Management.

C. Qualifications and Experience Requirement

Qualifications

Essential Graduate, Preferred: Post Graduate

Experience

Essential Minimum 5 or more years of experience in Client services including experience in

handling Regulatory aspect of Customer Service Experience in Banking and Cards

segment. Have good knowhow of complaints software systems and Excel, PPT, MS.

Should have experience in interacting with all stakeholders, including external tie-ups,

thus ensuring effective results while fostering mutual growth and learnings.

D. Competency

a. Technical Skills

Skill Attribute

Complaints

Handling

• Highlight top impacting issues and propose measures to mitigate the same
• seek appropriate in-depth information from all concerned for effective addressal
• Knowledge of all processes, products & services in Banking, including Credit Cards
• Good knowledge of Regulatory guidelines
• Ability to seek solutions and handle the role holistically

Service

Excellence

• Good knowledge of Customer’s rights
• Taking end-to-end ownership of the role
• Inculcate culture of in-depth dealings in client issues
• Handle matters timely – strict adherence to TATs
• Creating value chain

RCA • Ability to assess client’s grievance

• Flexible, open-minded approach, check trends
• Ability to formulate a research / analysis value
• Capacity for analysis and grasp sophisticated data vectors
• Ability to work in an interdisciplinary environment
• Ability to incorporate learnings, personal knowledge
• Demonstrate creativity, ability to take independent decisions, have role ownership

Project

Management

• Overall Project Management & Execution
• Initiating & Planning
• Delivering results
• Monitoring & Controlling. Ensure Audit compliances by teams and self.

b. Behavioural Skills

Competencies Attribute

Professionalism To conduct your duties with good judgment and in good faith

Respect To be sensitive and responsible for own conduct

Excellence To act in a manner that earns the trust and admiration of others

Entrepreneurial To be enterprising and take ownership of our actions

Teamwork Working collaboratively to achieve the common goals and be successful

together

Client Oriented/Engaging Ability to understand Customer Needs & Issues

Result Oriented Unwavering focus on achieving results

Influence Ability to influence stakeholders in a smooth, non-abrasive manner

Orientation to Excellence Strives for Excellence in whatever they do

Attention to Detail Being meticulous and checking the nitty gritty

Communications The ability to convey information to others effectively and efficiently

Perseverance 1. persistence in doing something despite difficulty or delay in achieving

success

Time Management Managing time effectively – allocating the right time to the right activity

Presentation Effective presentation skills

Negotiation Negotiation skills resulting in creation of win-win situations

Stakeholder Management Regular & appropriate engagement with all stakeholders, ensuring they are

informed and aligned when required

Relationship Management Understands that relationship management is a set of beliefs, data and

processes that seek to better understand the needs of others and to produce

value for them and the organization

Desired Candidate Profile

Perks and Benefits

X