Kshema - Grievance Redressal Officer

OBJECTIVE OF THE ROLE:

Provide appropriate resolution for consumer grievances and provide seamless customer experience

KEY RESPONSIBILITIES:

- Accountable for customer grievances at the Grievance Desk, service levels and deliverables in lines with IRDA guidelines

- Accountable for resolution of complaints directly escalated by IRDA Chairman and Grievance Team

- Accountable for resolution of complaints from Ombudsman and escalated complaints from other platforms

- Responsible for regular coordination with IRDAI Grievance office for implementation of new guidelines, circulars pertaining to policyholders protection and grievance management

- Responsible for coordination with IRDAI IT cell to streamline IGMS system for automated Grievance Management

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

- Drive reduction of complaints across Sales, Branches, Voice Centres.

- Ensure that email desk TAT is adhered and drive first time right culture.

Eligibility Criteria:

- Work Experience : 6-7 years of relevant experience in customer service (with at least 3-4 years in a leadership roles).

Educational Qualifications: Graduates/Post Graduates

Other skill set:

- Team handling experience of 3-4 years.

- Sharp understanding of processes, customer needs and techniques and translating the same into speedy and viable action.

- Good Execution Skills.

- Sound Communication & Presentation Skills Fluent in Telugu, English & Hindi, Any additional language will be an advantage.

-Strong interpersonal skills.

- Experience in the insurance industry shall be given preference.