Senior Customer Advocate

2 days ago

Hyderabad, Telangana, India beBeeCustomerAdvocate Full time ₹ 45,00,000 - ₹ 75,00,000

Customer satisfaction is a top priority for any organization.

The Senior Grievance Redressal Officer plays a pivotal role in maintaining this satisfaction by ensuring timely, fair, and regulatory-compliant resolution of customer complaints.

This key position leads and manages the grievance redressal function across the organization, overseeing the end-to-end process across all branches and digital platforms.

Key Responsibilities:

  • Oversight of the grievance redressal process to ensure all complaints are acknowledged within targeted working days and resolved within stipulated duration as per regulatory norms.
  • Certification of complaint closure where contractual, statutory, and regulatory obligations have been fulfilled.

Regulatory Compliance

  • Ensuring compliance with regulators' guidelines and policies, including Protection of Policyholders' Interests (PPHI) Regulations and Grievance Redressal Guidelines.
  • Maintenance and update of the Grievance Redressal Policy and efficient filing with regulators.

Customer Advocacy

  • Action as the senior escalation point for unresolved complaints.
  • Liaising with the Insurance Ombudsman and Consumer Commissions when necessary.

Key Qualifications:

  • Minimum 10 years of experience in grievance redressal function in insurance or financial services.
  • Proven track record of successfully managing grievance regulatory norms with a proactive approach.

Benefits

This role offers exceptional opportunities for professional growth and development, empowering individuals to excel in their careers and make a meaningful impact on customer satisfaction.

Key Skills:

  • Strong understanding of general insurance products and processes.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with attention to detail.

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