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General Manager- Grievance(MBBS Doctor )

2 months ago

Noida, India Navvyasa Consulting Full time

Key Roles & Responsibilities:

Grievance Management:

• Oversee and manage the entire grievance process, ensuring timely resolution of customer

complaints and grievances related to health insurance policies.

• Ensure adherence to regulatory guidelines and company policies for grievance redressal.

• Implement and monitor grievance handling procedures to ensure compliance with IRDAI

(Insurance Regulatory and Development Authority of India) regulations.

Customer Relations:

• Act as the primary point of contact for escalated grievances and ensure effective communication

with customers, addressing their concerns professionally and empathetically.

• Work towards improving customer satisfaction and retention by addressing and resolving

grievances efficiently.

Process Improvement:

• Analyze trends in grievances to identify root causes and areas for improvement.

• Recommend and implement process enhancements to reduce the occurrence of complaints and

improve the overall customer experience.

Team Management:

• Lead and mentor a team of grievance officers, ensuring they are well-trained and motivated to

handle customer issues effectively.

• Set clear performance goals and monitor the team's performance against these goals.

Reporting and Compliance:

• Prepare and present regular reports on grievance handling and resolution to senior

management and regulatory bodies.

• Ensure that all grievances are documented accurately and resolved within the regulatory

timelines.

Stakeholder Management:


• Collaborate with other departments (like claims, underwriting, and customer service) to

ensure that grievances are resolved in a coordinated and efficient manner.

• Liaise with regulatory authorities, such as IRDAI, on matters related to grievance redressal.

Training and Development:

• Conduct regular training sessions for the team on new policies, regulations, and best practices

in grievance handling.

• Promote a culture of continuous improvement within the grievance department.


Key Requirements – Education & Certificates


Need MBBS with 5 to 8 years of experience

Candidate from TPA/ Broking companies will be preferred

Candidate in Claim Process or Customer facing role is mandatory