12/11 Vipul Agarwal
Director at Zend Consulting Services

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Senior Manager/Deputy General Manager - Customer Complaints - Insurance (6-14 yrs)

Bangalore Job Code: 864004

Deputy General Manager - Customer Complaints

Our client is a large Insurance organization, growing rapidly and looking to strengthen their leadership team with the right hires. They are looking to hire a Senior Manager / DGM Customer Engagement (Complaints) to be hired immediately.

The incumbent will be responsible for :

- Understanding of genuine customer needs and ensure resolutions within stipulated time lines.

- Analysis of complaints received and highlighting concerns which are likely to attain severe proportions.

- Feedback on breaches/gaps in systems and processes

- Ensure complaints are resolved by the team within TATs defined after co-ordination with different departments.

- Analysis between IGMS and internal GMS / IRDAI Data reconciliation

- Ensure GRO details are updated with IRDAI

- IRDAI Root Cause Analysis

- Escalate complaints based on severity of Impact to avoid litigation and reputation loss

- Facing ISO/Internal Audit and closure of audit observation/NC's

- Quality improvement and CMR Cell wayforward

To qualify for this position, you should :

- Have an MBA with 6 to 14 years of experience

- Have very good understanding of Insurance Sales & Operations

- Have very good exp in Customer Services

- Must be able to draft customer communications keeping legal & statutory guidelines in perspective

- Have good experience on IRDA, IGMS, GRO co-ordination

- Have good exp in Complaints Management

- Good communication

- Ready to relocate to Bangalore

Vipul Agarwal

Women-friendly workplace:

Maternity and Paternity Benefits

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