General Manager- Grievance

As the General Manager - Grievance at Niva Bupa Health Insurance Company, you will be responsible for overseeing the Grievance Management process to ensure timely resolution of customer complaints and grievances related to health insurance policies. Your role will involve ensuring adherence to regulatory guidelines, implementing grievance handling procedures, and analyzing trends in grievances to enhance customer satisfaction. Additionally, you will lead a team of grievance officers, collaborate with various departments, and conduct training sessions for continuous improvement. **Key Responsibilities:** - Oversee and manage the entire grievance process, ensuring timely resolution of customer complaints and grievances related to health insurance policies. - Ensure adherence to regulatory guidelines and company policies for grievance redressal. - Implement and monitor grievance handling procedures to ensure compliance with IRDAI regulations. - Act as the primary point of contact for escalated grievances and address customer concerns professionally and empathetically. - Analyze trends in grievances to identify root causes and recommend process enhancements for improved customer experience. - Lead and mentor a team of grievance officers, setting clear performance goals and monitoring their performance. - Prepare and present regular reports on grievance handling to senior management and regulatory bodies. - Collaborate with other departments to ensure grievances are resolved efficiently and liaise with regulatory authorities on grievance redressal matters. - Conduct regular training sessions for the team on new policies, regulations, and best practices in grievance handling. **Qualifications Required:** - Graduate with a Management Degree/Diploma and 8 to 10 years of similar experience. - Experience in Insurance/TPA/Broking companies preferred. - Experience in Claim Process or Customer facing role is mandatory. - In-depth knowledge of health insurance products, policies, and regulations. - Strong understanding of IRDAI guidelines and compliance requirements. - Excellent communication, interpersonal, analytical, and problem-solving skills. - Leadership skills with the ability to manage and motivate a team effectively. - High level of empathy, customer orientation, and ability to handle high-pressure situations. This role offers you the opportunity to lead Grievance Management at Niva Bupa Health Insurance Company, ensuring efficient and high-quality customer service while driving exceptional service excellence for customers.,