Sr Executive-Grievance Management

4 weeks ago

Noida, India Niva Bupa Full time

Greeting from Niva Bupa

Location- Noida

Department- Grievance

Designation- Sr Executive

Salary- INR 34K in hand

Experience- 2-3 Years of experience into grievance handling

Primary Role Description: -

The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Max Bupa service protocols while handling critical cases.

Role & responsibilities

  • Priority handling of escalation basis the source of it has been reported from
  • Correct classification as complaints/service issues
  • Time bound update on the case details to management
  • Quality of responses-completeness and correctness
  • Resolution TAT is adhered without extension of timelines
  • No escalation for same concern
  • Complaint brief
  • Mail/Walk-in/Call handling management
  • NPS (Measure feedback, drive improvement)
  • Taking self-initiative for process improvements through coordination with different function heads/SPOC
  • Supporting the team to meet deadlines/team performance and process compliance
  • Identifying trends for Process gaps and systematic failures

Key Requirement & SKills

  • Knowledge of MS Office
  • Good interpersonal and analytical skills required
  • Customer service oriented
  • Eagerness for learning new processes and systems
  • Insurance background
  • Knowledge of IRDA/IGMS guidelines/reporting

Interested candidates can walk-in for the interview or share their CVs at HR Anjali) with a subject "CV for grievance"

Interview Address: Second Floor, Logix Infotech Park, Sector-59, Noida

Timings- 11 am till 1:30 PM

Spoc: HR Anjali

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