Manager – Grievance Handling
Roles and Responsibilities
About HDFC Life:HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.
Purpose of the Job:
Taking responsive action to “recover” lost or dissatisfied customers and convert them into satisfied customers and ensure business by developing a strong customer service program.
Duties & Responsibilities:
- Managing team who handles channel partner customer escalations, managing complaints and grievances escalated to IRDAI, GRO,Chief GRO,Prime Ministers Cell,National Consumer Forum and Legal from the Channel Partners.
- Manage Teams productivity and quality as per defined business criteria.
- Training and Development of the Team
- Identifying Process/ Operational/ Service Gaps and their end to end closure
- Ensuring close co-ordination with Sales, internal departments and customer to ensure
- satisfactory resolution
- Preparing and Publishing of Regulatory & Board Reports
- Analysis of complaints and its trends
Overall 7 to 10 years of relevant work experience in managing Grievance and
Escalations with Life Insurance Company, of which 2 year minimum should be into Team Handling and Floor Management
Escalations with Life Insurance Company, of which 2 year minimum should be into Team Handling and Floor Management
Required Skills -
Proficient in MS-Excel, Power points, Data Management etc
Role:Operations Manager
Salary: Not Disclosed by Recruiter
Industry:Insurance
Functional Area:Customer Success, Service & Operations
Role Category:Operations
Employment Type:Full Time, Permanent
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Education
UG:Any Graduate
Company Profile
HDFC LIFE INSURANCE COMPANY LIMITED
About HDFC Life:
HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environmentCompany Info
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Contact Company:HDFC LIFE INSURANCE COMPANY LIMITED
Website:http://careers.hdfclife.com