Manager - Complaints and Escalations

Key Roles & Responsibilities

Primary Role Description: - The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Niva Bupa service protocols while handling critical cases.

Key Roles & Responsibilities:

 100% Compliance adherence.

 Lead & manage grievance team.

 Ensuring all Regulatory complaints are managed within internal/regulatory SLAs.

 Share RCA with other functional teams ensuring process improvements & driving quality.

 Industry/Service benchmarking.  Driving NPS.  Priority handling of escalation basis the source of it has been reported from

 Correct classification as complaints/service issues

 Time bound update on the case details to management

 Quality of responses-completeness and correctness

 Resolution TAT is adhered without extension of timelines

 No escalation for same concern

 Complaint brief  Mail/Call handling management

 Taking self-initiative for process improvements through coordination with different function heads/SPOC

 Supporting the team to meet deadlines/team performance and process compliance

 Identifying trends for Process gaps and systematic failures

 MIS  Timely submission of all regulatory reports.

 Reduction in incidence rate for queries & complaints

 Improvement in customer satisfaction scores & NPS Key Requirements – Education & Certificates Graduate in any Field

Key Requirements - Experience & Skills 5 - 7 years of experience in back office operations in a service industry