Key Roles Responsibilities

Primary Role Description: - The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Niva Bupa service protocols while handling critical cases.

Key Roles Responsibilities:

? 100% Compliance adherence.

? Lead manage grievance team.

? Ensuring all Regulatory complaints are managed within internal/regulatory SLAs.

? Share RCA with other functional teams ensuring process improvements driving quality.

? Industry/Service benchmarking. ? Driving NPS. ? Priority handling of escalation basis the source of it has been reported from

? Correct classification as complaints/service issues

? Time bound update on the case details to management

? Quality of responses-completeness and correctness

? Resolution TAT is adhered without extension of timelines

? No escalation for same concern

? Complaint brief ? Mail/Call handling management





? Taking self-initiative for process improvements through coordination with different function heads/SPOC

? Supporting the team to meet deadlines/team performance and process compliance

? Identifying trends for Process gaps and systematic failures

? MIS ? Timely submission of all regulatory reports.

? Reduction in incidence rate for queries complaints

? Improvement in customer satisfaction scores NPS Key Requirements ? Education Certificates Graduate in any Field

Key Requirements - Experience Skills 5 - 7 years of experience in back office operations in a service industry

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager - Complaints and Escalations (Uttar Pradesh)
🏢 Niva Bupa
📍 Uttar Pradesh