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General Manager- Grievance

2 months ago

Noida Sector, India Navvyasa Consulting Full time
Key Roles & Responsibilities:Grievance Management:
- Oversee and manage the entire grievance process, ensuring timely resolution of customercomplaints 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 communicationwith customers, addressing their concerns professionally and empathetically.
- Work towards improving customer satisfaction and retention by addressing and resolvinggrievances 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 andimprove the overall customer experience.Team Management:
- Lead and mentor a team of grievance officers, ensuring they are well-trained and motivated tohandle 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 seniormanagement and regulatory bodies.
- Ensure that all grievances are documented accurately and resolved within the regulatorytimelines.Stakeholder Management:
- Collaborate with other departments (like claims, underwriting, and customer service) toensure 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 practicesin grievance handling.
- Promote a culture of continuous improvement within the grievance department.Key Requirements – Education & CertificatesNeed MBBS with 5 to 8 years of experienceCandidate from TPA/ Broking companies will be preferredCandidate in Claim Process or Customer facing role is mandatory