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14/01 Arpita
Senior Consultant at Liontree HR

Views:91 Applications:14 Rec. Actions:Recruiter Actions:1

Deputy Chief Manager - Grievance Management - Inbound Contact Center - Life Insurance (7-10 yrs)

Mumbai Job Code: 1033178

Deputy Chief Manager - Grievance Management - Inbound Contact Center - Life Insurance


1. Grievance Management - Regulatory, Legal, Ombudsmen, Chairman's Office

2. Regulatory Reporting & Regulatory Compliance

3. Strategic initiatives & Vision - People, Process & Technology

4. Certifications & Audits

5. Quality & Training


Responsibilities :

1. 7-8 years' experience with Customer Service Desk (Voice/Non Voice) - Must Have

2. At least 4 years of Supervisor/Manager experience - Must Have

3. Insurance Knowledge - Must Have

4. Knowledge of excels and regulatory reporting

5. Handled a team size of at least 15 or more

1. Post Graduate - MBA/Others

2. Preferably from Life Insurance Industry, Grievance profile

1. Spoken & Written Fluency in English and Hindi

2. People Management Skills

3. Stakeholder Management - ManCom, Ops, Sales, Underwriters, Legal, Risk, Banca - KBANK

4. Problem Solving Skills

5. Ability to work on issues that may lead to conflict or be emotionally charged

6. Ability to work independently and with teams

7. Ability to create a happy, energetic and performance driven team

8. Ability to handle pressure

9. Execution Agility


Roles :

1. Performance Measures: Driving and maintaining real time service levels for resolution of customer grievances in lines with IRDAI guidelines and organizational level of commitments and objectives

2. IRDAI Escalations: Accountable for resolution of complaints directly escalated by IRDA Chairman and Grievance Team

3. Senior Management Escalations: Resolution of complaints from ManCom Office, Legal & ombudsman and escalated complaints from the media

4. Circular Implementation: Responsible for regular coordination with IRDAI Grievance office for implementation of new guidelines, circulars pertaining to policyholder's protection and grievance management

5. Regulatory Reporting: Responsible for end to end regulatory reporting as mandated by IRDAI or other regulatory entities.

6. Internal Reports & Stakeholder Management: Retrieval & usage of wide array of performance statistics and reporting systems and applying them to manage service levels and staff performances across all stakeholders - Ops, Sales etc

7. Reduction of Complaints - Responsible for driving key business and process improvement areas with key stakeholders like Sales, Operations, Legal, Risk & Compliance for both complaints and email desk.

8. Grievance Forecasting: Forecasting basis internal and external factors and aligning staffs to handle the same. To preempt factors that influence volumes and staffing.

9. Staffing Calculations: Understand the tradeoffs of service, productivity and cost

10. Efficiency & productivity - Improve processes of the team as well as back end operations and Sales affecting customers to reduce customer complaints and improve customer satisfaction

11. Customer Satisfaction Score - Responsible to drive CSAT scores for the contact center and the company

12. Risk Management: Encouraging an atmosphere of process orientation within department and ensuring adherence to process and audits and take strategic steps to mitigate any risks identified.

13. Tactical Projects - Midsize projects related to process efficiency, technology enhancements

14. Approval & Closures

Women-friendly workplace:

Maternity and Paternity Benefits

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