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
1) 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.

2) 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 Key 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.
3) 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 Industry - The role operates

📌 TM-Grievance ( Thane)
🏢 Financial services
📍 Thane