Unit 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.
Creation of Processes and SOP which can ensure smooth functioning of complaint management
Working closely with central team to maintain synergy and implementing new initiatives
Engagement with GRO/ SMT/ RBI escalation team to ensure timely resolution and corrective action for reducing the errors
Connect with internal and external regulators and managing end to end audit review
Implementation of regulatory guidelines related to service and compliance Key Decisions / Dimensions
Following decisions are taken by the role:
Quick in raising all issues with respective seniors and stakeholders
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
Creating process dependent work flow to ensure zero non compliance in complaints reporting 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