Job Description
Job Title: Grievance Management & IRDA Reporting - Manager
Department: Customer Service
Location: Thane
Reports to: Head - Customer Service
Role Purpose:
To manage customer grievances with utmost sensitivity and ensure timely resolution in compliance with regulatory and internal standards. The role is also responsible for accurate and timely IRDAI reporting, trend analysis, and driving initiatives to improve grievance handling efficiency.
Key Responsibilities:
Accountability | Supporting Actions |
Ensure that SLAs of the team with regards to resolution of customer complaints are adhered to by effectively monitoring and enhancing quality and productivity. | - Ensuring team is following the process and procedures as prescribed in the Grievance Redressal Guideline by the Regulator.
- Ensuring efficient management of escalations from Regulators and Leadership team
- Manage Sales pressure and provide immediate responses and decisions to customer complaints by liaising with the dependant functions through timely interventions and escalations.
- Ensure adherence to SLAs by team through effective monitoring and interpretation of Dashboards published by the Quality Cell.
- Assist in resolving irate and critical customer Complaints by interventions and timely escalations
- Ensure Complaint volume is effectively managed by the Team Leaders without impacting the SLA or Customer Satisfaction
- Highlighting deviations in process to the Team Leaders to ensure compliance of process by their respective teams
- Delegating and monitoring task assigned to Team Leaders and effective use of Call Centre resources to resolve complaints as First time resolution
|
Ensure reduction in complaints through effective monitoring of response, timely escalations and also by highlighting process gaps arising from the complaints received | - Highlight process gaps identified by the Grievance cell to the Quality Team to take remedial actions to reduce any recurrences of complaints
- Refer unresolved and pending customer grievances to designated departments for interventions and faster processing and clarifications
- Ensuring complaints are responded within the stipulated Turn Around Times prescribed by the Regulators to avoid repeat or creeping complaints and to increase customer satisfaction.
|
Adherence to Regulatory Guidelines as per the directives given by IRDA. | - Ensure that the team does not deviate from any of the Regulatory Guidelines or internal directives stated by the compliance department
- Ensure periodic reviews are conducted to weed any on process deviation from what has been defined in the Redressal Guideline given by the Regulators
- Keep abreast of regulatory requirements/changes and accordingly amend and strengthen processes.
|
Ensure development of team members to gain knowledge of self domain and also beyond Grievance Handling | - Peruse continuous learning to enhance professional and personal development
- Guide, coach and mentor team members to enhance their development.
- Gauge and recommend training and development needs of the team
|
Key Skills & Competencies:
- Strong knowledge of grievance redressal guidelines issued by IRDAI.
- Excellent communication (written and verbal), especially in dealing with sensitive escalations.
- Strong stakeholder management and cross-functional coordination.
- Proficient in preparing regulatory reports and handling data accuracy.
- Analytical mindset with a focus on root cause and process improvement.
Qualifications & Experience:
- Graduate/Post-Graduate
- Experience in customer service/grievance management in Life Insurance.
- Experience in handling IRDAI complaints and reporting is mandatory.
Preferred Tools & Systems:
- CRM/ Salesforce
- MS Excel, PowerPoint, and MIS reporting
- Familiarity with IRDAI BAP system or similar regulatory reporting platforms
