Job Purpose “This position is open with Bajaj Finance ltd.”Culture Anchor:Have high ambitions - Inspires the team to aim for higher targets and supports in achieving themOwn It - Acknowledges uncertainty and makes changes in own decisions/ actions for better outcomes Duties and Responsibilities •To deep dive & analyze current customer grievances by checking samples of each complaint types. •Identify IT issues/ Data errors/ Human errors/ Process lapse as root cause & process gaps for complaint types•Recommend & execute the solutions through System changes (Validations Incorporation), Data curing / cleansing process set up (Data Enrichment Framework), Training (People Skill Enhancement), Process change/ improvements (SOP changes)•Ensure implementation in collaboration with individual businesses, COE’s, & Technology team.•Ongoing Monitoring of solutions implemented through Regular Exception Reports/ Control Charts, Sample Quality Checks, Internal Audit Framework•Detailed RCA sharing with the SMT team/PMO team/Business Teams & discussion on proposed solutions•Making follow up with internal stakeholders such as IT/PMO and other teams required as per Solutions implemented & further tracking Required Qualifications and Experience Practice Emotional Intelligence - Develops the team, supporting them to do moreListens to others, stays calm under pressure, and treats everyone with respect.