Unit Manager - Operations and Service/Senior Unit Manager - Operations and Service

About the role

To provide support to the Internal Ombudsman in respect of case work activities by preparing synopsis of the customer complaints / Allegation being referred, tracking of IO recommendations etc. Duties and

What you'll do

• Analyze the complaints & escalations on receipt and review details in relation to casework quality and assessing submissions to the Internal Ombudsman
• Ensuring the cases are presented to the Internal Ombudsman in the agreed format with all supporting documents and related information
• Liaison with the Service team, SMT, RBI escalation teams to ensure required case level details are shared with the Internal Ombudsman in a timebound manner
• Produce or amend submissions where appropriate
• Prepare case level synopsis and share recommendations for actions to be taken with the Internal Ombudsman

What you need

• 6–8 yrs of experience
• Excel
• Team management
• MS Office
• PowerPoint
• Customer service
• Problem solving
• Any graduate