Basic Details: Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Business

Unit

Location*

Poornata Position Number of the job

To be provided

Reports to: Poornata Position Number

To be provided

Poornata Position Title of the job

Team Member - Grievance

Reports to: Poornata Position Title

Team Lead - Grievance

Function

Operations

Reports to: Function

Operations

Department*

Ops - Grievance

Reports to: Department*

Ops - Grievance

Designation of the Employee*

Asst. Manager / Deputy Manager - Grievance

Designation of the Manager*

Deputy Chief Manager

Date of writing/updation of JD

24-Aug-26

Job Purpose: Write the purpose for which the job exists (in 2-3 lines) *

The role exists to provide timely, accurate and empathetic resolution of customer grievances received through email, calls and approved channels, with particular attention to claims-related matters. It ensures adherence to internal and external requirements,



protects customer trust and converts complaint insights into service, retention and process improvements.

Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job. *

Business Workforce Number

To be provided

Unit Workforce Number

To be provided

Function Workforce Number*

To be provided

Department Workforce Number*

To be provided

Other Quantitative and Significant Parameters for the job

Assigned grievance volumes; claims grievance mix; turnaround time and ageing; SLA achievement; response quality; repeat complaint and escalation rate; retention opportunities; IGMS data accuracy; root-cause closure; IRDAI reporting inputs and audit observations, as per approved targets.

Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge in the context of the Business/Unit/Function/Department/Section *

About the Health Insurance Indus

📌 TM-Grievance ( Thane) (India)
🏢 Aditya Birla Health Insurance Company
📍 India