SM - Grievance Handling - Service Recovery

4 days ago

Mumbai, Maharashtra, India HDFC Life Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Department:

Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

The interventions are manual in nature as the team is responsible for doing root cause analysis of the grievances and process recovery for the key cases.

What does the job entail?

  • Take full ownership of resolving customer escalations received by Channel Partners, Top Management and EC member/s or shared by Regulatory officials and GRO through the team.
  • Managing the team and ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).
  • Managing communications with the stakeholders as per the pre-defined guidelines.
  • Handling escalations with cross-functional departments to ensure smooth customer experience.
  • Ensuring the productivity of the team and vendors as per Service Level Agreements. (SLA)
  • Managing complex cases which are escalated by the team to ensure customer satisfaction
  • Managing and updating MIS as per predefined guidelines to ensure smooth flow of the departmental process.
  • Managing additional projects for department to ensure efficiency.
  • Taking a proactive approach in training subordinates.
  • Encouraging the team for Eureka projects.
  • Taking responsive action to regain confidence and bring order, structure, and focused management attention to the customers problems in order to gain complete customer satisfaction.
  • High level communication with customers and internal leadership on all escalations from engagement to resolution.
  • Ensure continued business by developing a strong customer service program.

Team Handling: 10-12 Members

Essential conditions:

  • Overall, 7 to 10 years of relevant work experience in managing Grievance and Escalations in a Life Insurance Company Including 2 year minimum into Team Handling and Floor Management.
  • Proficient in Handling task/s effectively in scheduled time.
  • Effective Communication
  • Problem solving ability
  • Capable of achieving results which depend on internal collaboration
  • Meeting service levels
  • Team Management, Retaining members
  • MS-Excel, Power points
  • Data Management

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