Operations Manager - HDFC Bank Relationship Mumbai

The role serves as an extended operational arm to the Complaints, Audit & Compliance functions, ensuring smooth grievance management, regulatory adherence, data accuracy, stakeholder coordination, and audit preparedness.

• Complaint Management
• Gather required documents (incl. PCVC recordings) within 24 hours for investigations.
• Coordinate with stakeholders for updates, clarifications, and documents.
• Handle priority cases such as Bank MD, Senior Management, Board, and Ombudsman complaints.
• Fast-track partner-sourced policy escalations with Sales teams.
• Provide RCA and additional details to close complaints.
• Ensure discharge vouchers are sent to the Bank for cancelled policies.
• Track final decisions and update status within defined TAT.
• Data Maintenance & Reporting
• Maintain all regulatory and internal trackers shared between partner and Bank.
• Daily/weekly/monthly updates for complaint reconciliations, refund tracking, claw-back data, insurer staff action cases, litigation status, tranche submissions, and IRDAI data.
• Ensure accuracy and timeliness of MIS and dashboards.
• Stakeholder Coordination
• Act as first-level coordinator with insurer partners, branches, product teams, grievance desk, and other internal teams.
• Follow up on emails, pending data, and escalations.
• Work with Sales/RM teams to accelerate complaint closures and document retrieval.
• Audit Support
• Conduct data validation aligned with Bank and regulatory audit standards.
• Prepare audit samples, evidence, and documents for all audits.
• Track audit points and drive closures with stakeholders.
• Support audit teams in compliance reviews related to TPP grievances, cancellations, PCVC, etc.
• Assist in regular monitoring activities.
• Quality & Control
• Perform PCVC quality checks and flag non-compliance.
• Conduct QC of insurer responses, CRM documentation, and closure notes.
• Help create alerts and highlight high-risk cases.
• Support in RCA preparation.
• General Support
• Maintain trackers, filing systems, and documentation for audit/compliance readiness.
• Prepare ad-hoc reports, presentations, and governance decks.
• Provide full operational support to the unit as required.