General Manager- Grievance

Job Description

JOB PROFILE

- Position General Manager- Grievance
- Location - Noida NOC
- Reports to - DVP
- Category - Grievance Management

About Niva Bupa Health Insurance Company

Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years.

Niva Bupa's growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; underwriting and servicing. Our goal is to achieve more than 10000 Cr GWP by 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Niva Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry. Niva Bupa is an Equal Opportunity Employer committed to achieving diversity within its workforce, and encourages all qualified applicants to apply, irrespective of gender, age, sexual orientation, disability, culture, religious and ethnic background. At Niva Bupa 12% of our team handling roles are led by women. We welcome specially-abled professionals to join our team.

Primary Role Description

- The job holder will Head Grievance Management responsibility for responsive delivery of consistently
- efficient high quality customer service. In addition, planning resources to achieve the best quality and
- cost effectiveness of customer relations across all service channels are key areas of responsibility and
- accountability. The job holder will be instrumental in leading and developing people and building a
- positive team climate to drive exceptional service excellence for Niva Bupa to its customers.

Grievance Management

Key Roles & Responsibilities:

- 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

- Analyse 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, operations, 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 Graduate with Management Degree/ Diploma having 8 to 10 years of similar experience.
- Candidate from Insurance / TPA / Broking companies will be preferred.
- Candidate in Claim Process or Customer facing role is mandatory.

Key Requirements - Experience & Skills

- In-depth knowledge of health insurance products, policies, and regulations.
- Strong understanding of IRDAI guidelines and compliance requirements.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Leadership skills with the ability to manage and motivate a team.
- High level of empathy and customer orientation.
- Ability to handle high-pressure situations and make decisions quickly.

Key Functional Competencies

Functional competency Beginner Intermediate Expert