About the role
Job Title:
Grievance Manager-TPP
Job Details:
Business Unit: Third Party Products Grievance, Audit and Compliance
Team: Central Team
Reports to: TPP - Grievance Product Head
Location: Mumbai
Job Function: TPP -Insurance
Role Type: Individual Contributor
Direct Reportees: Nil
Travel: Nil
Job Band Range: E3-E4
Job Purpose:
Resolve Life/Non-Life Insurance complaints
Coordinate resolution with internal/external partners
Maintain records
Refer staff actions
Highlight process improvements
Job Responsibilities:
Monitor and track all insurance grievances
Manage and close complaints within 5 days
Track cases via CRM
Escalate for timely closure
Maintain 12hr mail revert TAT
Report denial cases to committee
Obtain Ombudsman ratification for denials
Ensure committee cases are complete
Track complaint closure quality (RCA)
Maintain RCAs and process improvements
Achieve >=95% quality score
Maintain daily complaint records
Send daily/weekly dashboards
Release monthly complaint analysis
Share tranche report
Maintain regulatory communication records
Track new regulations
Handle regulatory reporting/KO updates
Conduct monthly re-classification
Track refund TATs
Undertake minor product initiative monthly
Undertake major product initiative quarterly
Share staff action cases with SPOC
Track staff action cases
Track refund/fund transfer cases
Educational Qualifications:
Graduation
IRDAI Certification (optional)
Key Skills:
Detail orientation
Investigation
Planning
Organizing
Communication
Insurance product knowledge
Experience Required:
2-3 years minimum
Insurance product exposure (preferred)
Major Stakeholders:
Customers
Branch Banking Team
Operations
Insurers
Audit & Compliance Team
QIG