Role Purpose: To manage Ombudsman cases

Key Responsibilities:

Interaction and relationship management with 17 Ombudsman Offices
Management of Ombudsman complaints from registering the complaints in system, investigating the allegations, conducting detailed root cause analysis, identifying process improvements to offering best possible resolution to the customer
Attending Ombudsman Hearing of the complaints registered and defending the Company
Managing the Companys complaints at the Ombudsman CMS online portal
Preparing MIS and reports both for the internal stakeholder and Regulator