Deputy Manager

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.

Role & responsibilities

• To resolve customer grievance, dissonances, inform the organisation regarding areas of service improvement and support quality assurance sustenance, cross functional liasioning- especially legal & compliance, touch points, BSE, process improvement and training of the team.
• Lead the team and manage productivity parameters and training to reach their potential.
• Work on various MIS to be shared with management, support seniors on IRDAI audits and other regulatory audits.
• Identify and provide input on various misselling complaints, process lapses in other teams due to which complaints are arising.
• Be able to do root cause analysis and provide satisfactory resolutions to customers thus maintaining the NPS score as per organisation's requirement.
• Develop effective working relationships with other teams to ensure faster query resolution and quicker TATs.

Essentials conditions

• Education: Graduation

• Work exp: 4+ years

• Work related skills: Good in Excel, data management, presentation skills and effective communication skills.