Bajaj Finance
Bajaj Finance | Lead - Corporate Audit Services/Senior Lead - Corporate Audit Services
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Job Highlights
Responsibilities
- Monitor compliance of customer service activities including request handling, complaint resolution, TAT adherence, customer communication, documentation and closure controls.
- Lead and supervise the team to ensure effective execution of service compliance reviews across branches, back-office, digital and other customer service channels.
- Validate that customer service processes comply with approved policies, SOPs, regulatory requirements, customer fairness principles and ethical servicing standards.
- Review team findings for accuracy, completeness and evidence sufficiency, and ensure observations are clearly articulated with root cause, risk, impact and actionable recommendations.
- Drive systemic and preventive control improvements by identifying manual dependencies, process gaps, application issues and opportunities for automation or control strengthening.
- Ensure service applications, CRM workflows, complaint handling processes, customer communication templates and service channels remain aligned, synchronized and compliant.
- Engage with Service, Business, Risk, IT, PMO and COE teams for clarification of process gaps, closure of observations, implementation of corrective actions and escalation of material compliance issues.
- Review service exceptions, deviations and escalations to identify compliance gaps, repeat issues and control weaknesses requiring corrective action.
- Ensure periodic sample checks, thematic reviews and compliance testing are done over service requests, branch operations, digital service journeys and customer grievance redressal processes.
- Track open compliance issues, ensure timely remediation by process owners and validate closure with adequate evidence and audit trail.
- Partner with Service, Operations, Branch, Risk, Legal, Compliance, Technology and Product teams to strengthen controls and embed compliance-by-design in service processes.
- Prepare reports and MIS and have the same shared with SMTs for regular reviews.
- Define review plans, allocate work, monitor deliverables and ensure timely completion of compliance checks, sample validations, thematic reviews and issue closures.
- Coach, guide and develop team members by building process knowledge, review discipline, documentation quality and consistent compliance assessment standards.
Requirements
- Minimum graduation with 8-10 years of experience in Credit and Operations/Customer service.
- Effective verbal and written communication skills.
- Problem solving skills with strong attention to detail.
- Mortgage/Personal/Business/Consumer loan end to end journey experience.
- Sound knowledge of Service applications handling such as Pennant, Customer 360, SFDC CRM etc.
About the company
Bajaj Finance Limited
Bajaj Finance Limited is one of India's largest non-banking financial companies. Incorporated in 1987 as Bajaj Auto Finance Limited and renamed in 2010, it is headquartered in Pune and is a subsidiary of Bajaj Finserv Limited. It is regulated by the Reserve Bank of India as a deposit-taking NBFC in the upper layer of RBI's scale-based framework, and its shares are listed on the NSE and BSE.
Its businesses span consumer lending and payments, SME and commercial lending, rural lending, fixed deposits and digital lending, with home loans offered through its subsidiary Bajaj Housing Finance. Beyond its large sales and service teams, Bajaj Finance hires CA, CMA, CFA and MBA (Finance) profiles into finance and accounts, taxation, treasury, internal audit, credit underwriting, risk and compliance roles.
