Deputy Manager - Payments - Ops & Service

Payments being a new business for BFL, service to customer will play vital role in obtaining better edge in exisiting business environment. Being a PPI issuer and involved in UPI/ BBPS business we are bound to adhere compliance norms of external regulatory and internal service framework, in order to ensure this meets the 100% compliance adherence we would need this profile to be filled.
Ensure all eligible and qualifiying cases gets timely tagged as C complaints in sytem
Applying methodology to ensure 0% leakage in complaints tagging
Timely identifying root cause for complaints and working to fix it
Maintaining all data for external and internal audit purpose.
100% Audits on NFTR handled cases
Identifying the gaps in NFTR handled by Partner team and fixing it through Ops training intervention
Improving the learning curve of Outsource team managing the NFTR with weekly engagement
Creating the Fact sheet with detail investigation of all the cases reported as complaint / RBI Escalation / GRO escalations
100% cases referred to IO office in form of IO referral
Incorrect NFTR flow should not be > 5% of total NFTR received to escalation desk
Driving quality of resolution and end to end solution for all cases received at NFTR desk, thus reduction of repeat child SR s in particular account
Reduction NFTR ageing and should drive the resolution with Should significantly contribute towards system and process related inputs / change management, thus reducing handling time of NFTR escalations Key Decisions / Dimensions
Following decisions are taken by the role:

Quick in raising all issues with respective seniors and internal team
All internal and external reporting of complaints as per required format and data
Working closely with response center to ensure they follow the compliance norms on complaint management
Reduction in incorrect complaint tagging at the same time 100% accuracy in all complaint cases

  Major Challenges
Stringent vigilance and governance of regulatory on complaint tagging and reporting for payments business, any errors or miss in reporting or compliance adherence will led to penalty implication.

Required Qualifications and Experience
a) Qualifications
MBA / Graduate
Understanding about various Payments processes
Customer service background
Should have handled complaint management or part of it
b) Work Experience
Minimum 2 - 3 years of experience in customer service domain preferably with Payments expertise
Strong time management skills
Accuracy in numbers
Basic knowledge about various application and the concepts