Expert Grievance Resolution Specialist

4 days ago

Hyderabad, Telangana, India beBeeGrievance Full time ₹ 15,00,000 - ₹ 20,10,000
Senior Grievance Redressal Professional

The Senior Grievance Redressal Officer plays a pivotal role in fostering customer trust and ensuring adherence to regulatory norms.

  • Grievance Management:
    • Oversee the grievance redressal process across all branches and digital platforms, ensuring timely acknowledgment and resolution of complaints within stipulated duration as per regulatory norms.
    • Certify closure of complaints where contractual, statutory, and regulatory obligations have been fulfilled.
  • Regulatory Compliance:
    • Ensure compliance with regulator's Protection of Policyholders' Interests (PPHI) Regulations and Grievance Redressal Guidelines.
    • Maintain and update the Grievance Redressal Policy, ensuring it is filed with regulators efficiently.
    • Interface with Integrated Grievance Management Systems (IGMS) and ensure accurate reporting.
  • Customer Advocacy:
    • Act as the senior escalation point for unresolved complaints, ensuring transparency and fairness in all customer interactions.
    • Liaise with Insurance Ombudsmen and Consumer Commissions when necessary.
  • Technology & Reporting:
    • Oversee grievance tracking systems, ensuring integration with regulators' systems.
    • Generate periodic reports on complaint trends, resolution timelines, and customer satisfaction metrics.
  • Team Leadership:
    • Lead and mentor a team of grievance officers across regional offices.
    • Conduct training workshops on grievance handling and customer service best practices.

This role requires strong stakeholder management and communication skills, as well as a thorough understanding of general insurance products and processes.

The ideal candidate will have a minimum of 10 years of experience in grievance redressal functions in insurance or financial services, with a proven track record of successfully managing grievances in a proactive manner.

A Graduate/Postgraduate in Law, Insurance, or Business Administration is required, with Certification in Insurance being a plus.

The successful candidate will be proficient in grievance management systems and reporting tools, with excellent analytical and problem-solving skills.

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