Bajaj Finserv - Senior Manager - Service Analytics

Company : Bajaj Finserv Lending

Job title : Sr. Manager - Service Analytics

Reports to : National manager - Service Analytics

Business : Risk

Location : Pune

Duties and Responsibilities :

- To engage with business and customer experience unit on service analytics requirement mainly wrtunderstanding nature of service requests, identifying process gaps for customer complaints, channel of service requests and complaints, pareto analysis to identify dominant reasons, net promoter score, customers satisfaction measures etc.

- Setting up the service analytics as a competency in the company

- To have exposure to different analytical tools like decision trees, scorecard development etc.

- To engage with partner analytics team on service analytics initiatives and horizontal analytics.

- Rigorous updates to business team through canned MISs.

- Modeling for root-cause analysis as well as for - What-If- scenarios. Understanding the root cause and suggest alternatives.

- Call volume forecasting and other modeling to assist in better capacity planning.

Required Qualifications and Experience :

- Education qualification: MBA Finance/Stats graduates.

- Experience: Min 5 years with at least 2 years in card/cross sell analytics in medium to large size Bank/NBFC's.

- Analytics/ Statistics/ Model building experience.

- Relevant, sizeable experience in analytics (using tools like SAS, etc).

- Familiarity with small and large ticket business support will be a clear advantage.

- Meticulousness for driving rigor in MIS reporting.

- Presentation skills.

- Knowledge of High ticket Finance operating environment will be an added advantage

- Effective verbal and written communication skills

- Ability to work independently and towards deadlines