Complaints Manager

Job Description

Company Description: Bharti AXA Life Insurance is a leading life insurance provider in India, offering value-for-money life insurance and savings solutions. Established in 2006, we are a wholly owned subsidiary of Bharti Life Ventures Private Limited, a prominent business group in India. With over 200 branches across India, we ensure accessibility and convenience for our customers. Recognized as a Great Place to Work for four consecutive years, we foster a positive work environment. Job Description: We’re looking for a dedicated professional to lead our Complaints Management team in delivering timely, compliant, and impactful resolutions. Location- Mumbai, Malad Designation- Complaints Manager Key Responsibilities: Lead and mentor a team in day-to-day complaint handling and resolution. Analyze trends in customer/stakeholder complaints and highlight red flags. Drive adherence to defined TATs and elevate customer satisfaction. Support root cause analysis and lead process improvement initiatives. Collaborate on internal and regulatory reporting, MIS dashboards, and business reviews. Prepare analytical presentations using Excel and PowerPoint for internal stakeholders. Contribute to team development through mentoring and training. Qualifications & Experience: 8+ years of Experience in non-verbal Customer Service (Life Insurance preferred). Strong knowledge of life insurance products, processes & regulatory frameworks. Proficiency in complaints analysis, reporting, and stakeholder collaboration. Ability to motivate teams and deliver process insights for continuous improvement. Show more Show less