Job Description

The role serves as an extended operational arm to the Complaints, Audit & Compliance functions, ensuring smooth grievance management, regulatory adherence, data accuracy, stakeholder coordination, and audit preparedness.

1. Complaint Management

Gather required documents (incl. PCVC recordings) within 24 hours for investigations.
Coordinate with stakeholders for updates, clarifications, and documents.
Handle priority cases such as Bank MD, Senior Management, Board, and Ombudsman complaints.
Fast-track partner-sourced policy escalations with Sales teams.
Provide RCA and additional details to close complaints.
Ensure discharge vouchers are sent to the Bank for cancelled policies.
Track final decisions and update status within defined TAT.

2. Data Maintenance & Reporting

Maintain all regulatory and internal trackers shared between partner and Bank.
Daily/weekly/monthly updates for complaint reconciliations, refund tracking, claw-back data, insurer staff action cases, litigation status, tranche submissions, and IRDAI data.
Ensure accuracy and timeliness of MIS and dashboards.

3. Stakeholder Coordination

Act as first-level coordinator with insurer partners, branches, product teams, grievance desk, and other internal teams.
Follow up on emails, pending data, and escalations.
Work with Sales/RM teams to accelerate complaint closures and document retrieval.

4. Audit Support

Conduct data validation aligned with Bank and regulatory audit standards.
Prepare audit samples, evidence, and documents for all audits.
Track audit points and drive closures with stakeholders.
Support audit teams in compliance reviews related to TPP grievances, cancellations, PCVC, etc.
Assist in regular monitoring activities.

5. Quality & Control

Perform PCVC quality checks and flag non-compliance.
Conduct QC of insurer responses, CRM documentation, and closure notes.
Help create alerts and highlight high-risk cases.
Support in RCA preparation.

6. General Support

Maintain trackers, filing systems, and documentation for audit/compliance readiness.
Prepare ad-hoc reports, presentations, and governance decks.
Provide full operational support to the unit as required.

Operations Manager - HDFC Bank Relationship Mumbai