Chief Manager

2 weeks ago

Mumbai, Maharashtra, India HDFC Life Full time

About the Department:
Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO office, Bima Bharosa (IGMS), Branches, call centre/email/chat, customer walk ins and Sr. Management escalations.
The team is responsible for doing root cause analysis of the grievances and process recovery for the key cases.

Collaborating with stakeholders to find the right solution for the customer and fix gaps that may have a negative experience is a crucial area covered under Service Recovery.

At the stage of grievance addressal, the team goes all out to resolve complaints with optimal turn around times and quality of resolution, focussing to stop further potential complaints and better the service experience for customers.


Purpose of the Role:

Take full ownership of resolving customer escalations received by Top Management and EC member/s or shared by Regulatory officials and GROManage high level escalations, create urgency to resolve.

Taking responsive action to regain confidence and bring order, structure, and focused management attention to the customers problems in order to gain complete customer satisfactionHigh level communication with customers and internal leadership on all escalations from engagement to resolution.

Ensure continued business by developing a strong customer service program.


Taking responsive action to regain confidence and bring order, structure, and focused management attention to the customers problems in order to gain complete customer satisfaction.

High level communication with customers and internal leadership on all escalations from engagement to resolution.
Ensure continued business by developing a strong customer service program.

Duties and Responsibilities:
Prioritize and simulate escalations to ensure visibility, traction and end to end closure with a prompt turnaround time.
Establish correct expectations, enforce relief and resolve through effective communication.

Review, dip into the root cause for all escalations and collaborate with cross functional stakeholders on product defects, process gaps and build a prompt mechanism to fix them and improve continuously with service delivery teams.

Monitor, identify, manage and record escalation trends.

Publish required dashboards in a timely mannerAssess impact of any regulatory and compliance advisories received from IRDAI and promptly seek attention of required stakeholders for a quick action and responseManaging team who handles customer escalations and resolves 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 standards.
Team motivation and engagement, Training and Development of individuals.
Additionally take lead on projects which create a high impact on CX, customer/frontline empowerment

Essential conditions:

Overall 7 to 10 years of relevant work experience in managing Grievance and Escalations in a Life Insurance CompanyIncluding 2 year minimum into Team Handling and Floor ManagementProficient in Handling task/s effectively in scheduled time.

Effective CommunicationProblem solving abilityCapable of achieving results which depend on internal collaborationMeeting service levelsTeam Management, Retaining membersMS-Excel, Power pointsData Management

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