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General Manager- Grievance(MBBS Doctor )

2 months ago

uttar pradesh, 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