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 current 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
Solid understanding of insurance products, direct sales models,



and customer lifecycle
Excellent complaint handling, negotiation, and customer retention skills
Strong 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 qualified 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 onboardin

📌 Senior Manager Mumbai (India)
🏢 HDFC Life
📍 India