Assistant Manager - Customer Service

Job description

Position Assistant Manager- Customer ServiceNo. of Positions1Department OperationsFunctionCustomer ServiceLocation Gurgaon – 90 CRole Purpose Manage litigation-related customer complaints, legal notices, consumer court matters, and regulatory escalations. Conduct investigations, prepare casestudiesand case sheets, coordinate with legal and business teams, and ensuretimelycase resolution. Key Responsibilities • Handle litigation complaints, legal notices, consumer court cases, Ombudsman complaints, and regulatory escalations.• Conduct end-to-end investigations and root cause analysis.• Prepare detailed case studies, case sheets, and investigation reports.• Coordinate with Legal, Compliance, Operations, Sales, and Customer Service teams.• Review policy documents, call recordings, customer communications, and supporting evidence.• Draft case summaries and responses for legal proceedings.• Track litigation cases from initiation to closure andmaintainMIS.• Ensure adherence to TATs and regulatory requirements.• Analyze litigation trends and recommend corrective actions.• Support management with dashboards and governance reviews. Measures of Success • Timely closure of litigation cases• 100% compliance with legal and regulatory requirements• Accurate case documentation and reporting• Reduction in repeat litigation cases Qualifications Experience Graduatewith 4-7 years of experience in Litigation Management, Customer Grievances, Legal Operations, or Insurance/BFSI Customer Service. Skills Required • Investigation analytical skills• Litigation and complaint handling• Legal documentation and reporting• Stakeholder management• Excellent communication skills• MS Office and MIS reporting