What are we looking for?

The role is responsible for end-to-end management of customer complaints for the Direct Channel in the insurance business. The incumbent will design, plan, and implement strategies to proactively reduce customer complaints, improve customer onboarding quality, prevent mis-selling, and ensure effective complaint resolution and retention for both new and existing customers. The role acts as a central coordination point between Sales, Service Recovery, Operations, and Leadership.

What does the job entail?

The role is responsible for end-to-end management of customer complaints for the Direct Channel in the insurance business. The incumbent will design, plan, and implement strategies to proactively reduce customer complaints, improve customer onboarding quality, prevent mis-selling, and ensure effective complaint resolution and retention for both new and existing customers. The role acts as a central coordination point between Sales, Service Recovery, Operations, and Leadership.

Work Experience

- Strong understanding of insurance products, direct sales models, and customer lifecycle

- Excellent complaint handling, negotiation, and customer retention skills

- Robust analytical and problem-solving abilities





- Stakeholder management and cross-functional coordination

- Effective communication (verbal and written)

- Ability to influence sales teams without direct authority

- High ownership mindset with attention to detail

Essential Qualification

- 5–8 years of experience in insurance, customer complaints management, service recovery, or customer experience roles

- Prior exposure to Direct Channel sales and complaint handling preferred

- Graduation required; MBA or equivalent professional qualification preferred

Preferred Skills

- Reduction in overall complaint volumes and escalations

- Complaint resolution TAT adherence

- Percentage of complaint withdrawals / retention success

- Reduction in mis-selling-related complaints

- Improvement in onboarding quality indicators

- Stakeholder satisfaction (Sales, Service, Leadership)

Role Impact

This role plays a critical part in protecting the company’s reputation, improving customer trust, strengthening sales quality, and ensuring sustainable growth of the Direct Channel by proactively managing and reducing customer complaints.

📌 Senior Manager - Direct Sales (Sales Planning and Support) (India)
🏢 HDFC Life
📍 India