RemoteFull timeMid levelPosted today
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Job Details:
- Job Title: Manager - Complaint Management
Role & Responsibilities
- Manage customer complaints related to mis-selling, fraud, policy servicing, senior management, Social Media and Ombudsman cases.
- Handle case investigation, fact-finding, root-cause analysis and resolution.
- Manage escalations with Sales and internal stakeholders for timely closure.
- Ensure adherence to TAT, SLA and regulatory requirements.
- Analyze complaint trends and drive process improvements.
- Prepare MIS, management and regulatory reports.
- Mentor the team and support training, quality and process initiatives.
Preferred Candidate Profile
- 5+ years of experience in Complaint/Grievance Management.
- Life Insurance experience preferred.
- Strong exposure to complaint handling, investigation, escalations and resolution.
- Team handling/mentoring and stakeholder management experience preferred.
- Good communication, analytical and MS Office skills.
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