Manager / Senior Manager - Complaint Management Unit

Role & responsibilities

1. Assess and resolve customer complaints received through email, CRM, regulator portals, social media, branches, and internal referrals.
2. Review policy documents, transaction records, call recordings, sales documentation, and other relevant evidence to determine complaint merit.
3. Draft clear, accurate, and customer-friendly responses within defined turnaround times. Ensure compliance with IRDAI regulations, internal complaint handling guidelines, and organizational policies.
4. Coordinate with Sales, Operations, Underwriting, Customer Service, Claims, Finance, and other stakeholders for investigation and resolution.
5. Identify cases requiring escalation and present recommendations to management. Maintain complete and accurate complaint records in CRM.
6. Perform root cause analysis and highlight recurring issues, process gaps, and conduct concerns.
7. Support regulatory, Ombudsman, CPGRAMS complaint handling processes.
8. Participate in quality reviews, calibration sessions, refresher trainings, and certification programs.
9. Contribute to customer retention efforts by proactively identifying resolution opportunities.

Preferred candidate profile

1. Graduate in any discipline.
2. 2 to 5 years of experience in complaint handling, customer service, operations, grievance redressal, or insurance operations.
3. Knowledge of life insurance products and customer lifecycle processes preferred.
4. Understanding of IRDAI regulations and grievance redressal framework is desirable.