Role & responsibilities:

Grievance Resolution

- Handle customer grievances received through multiple channels, including email, branches, the call center, website, Ombudsman, IRDAI IGMS, and social media escalation points.
- Ensure timely resolution of customer complaints within defined turnaround times (TATs) and in compliance with IRDAI regulatory guidelines.
- Investigate customer issues by coordinating with cross-functional teams, including Underwriting, Policy Servicing, Claims, Sales, Legal, and Operations.
- Draft transparent, accurate, and customer-centric grievance response letters for complaint closure.
- Monitor escalated complaints and ensure appropriate follow-up until successful resolution.
- Maintain complete grievance records, documentation, and audit trails for internal and regulatory reviews.
- Analyze complaint cases to identify root causes and recommend corrective and preventive actions.
- Prepare MIS reports and dashboards covering complaint volumes, aging, resolution status, TAT adherence, and trend analysis.
- Support the resolution of complaints escalated to the Insurance Ombudsman, Consumer Forums, IRDAI, DFS, and other regulatory authorities.
- Ensure adherence to company policies, customer service standards, and all applicable legal and regulatory requirements.
- Participate in internal audits, compliance reviews, and continuous process improvement initiatives related to grievance management.
- Train and mentor junior team members and cross-functional teams on complaint handling standards and grievance resolution processes.




- Collaborate with cross-functional stakeholders to enhance customer experience and minimize recurring complaints.

Measures of Success

- Timely closure of customer grievances within regulatory and internal TATs.
- Reduction in complaint aging and repeat complaints.
- High accuracy and quality of grievance investigation and response.
- Full compliance with IRDAI grievance redressal guidelines and regulatory requirements.
- Effective root cause analysis and implementation of corrective and preventive actions.
- Improved customer satisfaction through efficient and high-quality complaint resolution.
- Timely, accurate, and insightful MIS reporting and management dashboards.

Preferred candidate profile: Desired Qualifications & Experience

- Bachelor's degree in any discipline; preference will be given to candidates with qualifications in Business Administration, Insurance, Commerce, Law, or related fields. MBA, PGDM, or a professional qualification in Insurance is preferred.
- Certification in Insurance, Customer Service Operations, Quality Management, or related programs will be an added advantage.
- Minimum 2+ years for Associate & 4+ years for AM experience in Customer Service, Grievance Handling, Complaint Management, Operations, or Compliance within the Insurance or Financial Services industry.
- Strong understanding of customer service quality metrics, grievance redressal processes, and process improvement methodologies.
- Proficiency in Microsoft Excel, PowerPoint, and reporting/MIS tools.

📌 Walk-in || Sr. Associate and Assistant Manager (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram