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 productive 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 pendin