Manager-Grievance Management (Insurance )

Position Manager/ Chief Manager Grievance Management Location Goregaon Mumbai Reporting to Head Customer Service and Central Operation Specific Responsibilities Manage and reduce overall complaint ratio Analyse process gaps and fix it through process reengineering to reduce misseling and non-misseling complaints Drive digital solution and adoption Drive customer satisfaction score at all touch points Do benchmarking across the industry and bring best practices Own and publish regulatory and board reporting Work with cross functional team Manage process audit Manage team and reduce attrition Key Performance Indicators Complaint Ration CSAT Fatal Error Process automation Attrition % Key Inter-relationships Internal Operations Team IT Team Distribution team Call Centre Team Training Team HO support Team Branch ops team External Customer Vendor Qualification Graduate/MBA Six Sigma Yellow or Green Belt (preferred) Technical Competencies Knowledge of Insurance Business & Operation process Analytical bent of mind to arrive at meaningful insights Excel and Power-point proficiency Behavioural Competencies Execution Skills Process Driven Stakeholder management High degree of comfort with continuous change Experience 10-12 years of Experience in Insurance industry Job Types: Full-time, Permanent Schedule: Day shift Monday to Friday Performance bonus Application Question(s): How many years of insurance industry experience do you have Education: Bachelor's (Preferred) Experience: Insurance: 5 years (Required) Grievance management: 5 years (Required) Location: Mumbai, Maharashtra (Preferred) Work Location: In person Speak with the employer +91 8433056671,