Manager - Complaint Management

Job Details:

• Job Title: Manager - Complaint Management
• Location: Mumbai - Malad

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.

Interested candidates may apply by sharing their updated CV at :

Email id - [email removed]

Contact No - [phone removed]