Internal Team Governance: Candidate should have a ability to understand the cause of complaints. Perform analysis and track trend to come up with findings and further improvement prospect. Should be able to support in driving the team to achieve key KPIs.
Coordination with stakeholders: Support the team and should have ability to coordinate with multiple stakeholders for timely and effective resolution of customer complaints & concerns.
Customer Emails/Escalation Management: Should have domain knowledge to handle following activities
?
Daily
Tracking of Customer Emails in CRM
? Ensure timely allocation of Emails
?
Daily Productivity
Tracking of each team member
?
Timely
Acknowledgement/Resolution of Customer Emails as per regulatory Guidelines
? Timely review of control MIS/Report to avoid Process non adherence/identify Red Flag
Adherence to Regulatory Guidelines as per the PPI Policy of IRDAI 2017 related to customer complaints
Managing Audits (IRDAI, Internal Audit, CRMP)