Complaints Manager

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.

Complaints Management team

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.