Deputy Manager/ Assistant Manager - CRU - Gurugram

To safeguard the interest of our esteemed customers and provide strong & robust support to our policyholders, the user will lead on the management of complaints and resolution of complex customer issues for services

The key purpose of the role is to provide an excellent service to customers who have complaints or complex/escalated issues primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues.

The Job holder will be Responsible for :

Managing the customer queries, complaints, and resolution of their issues.

Engaging with field teams and internal sales hierarchy for the resolution of key issues

Engaging with the Bank relationship manager and central team for various customer issues

Doing the RCA for various customer queries, complaints, and interactions with customers.

Working on reduction of customer queries and complaints.

Working with internal departments to reduce TATs for various transactions

To support the regular identification and sharing of lessons learned from complaints, Members Enquiries, and complex/ escalated issues which can be used for service improvement

• Managing Customer complaints ; Servicing delays like payouts, premium allocation, annuity payouts, policy pack issues, SI related issues etc
• Regular Connect with field team, bank and senior management
• Seamless handling of system enhancements and process improvement initiatives. Pocess reengineering and improvement initiatives
• Report any operational risk or operational risk loss to the line manager immediately (who is required to timely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss.