PHI - Specialist - Grievance Desk Escalations

Role Overview: As a Specialist - Grievance Desk Escalations at Prudential Health India, you will be responsible for ensuring timely, fair, and effective handling of grievances received across PHI escalation touchpoints. Your role will involve handling complaints received via various channels, acting as a voice of the customer, collaborating with internal and external teams, and participating in service recovery initiatives to enhance customer experience. Key Responsibilities: - Ensure timely, fair, and effective handling of grievances received across PHI escalation touchpoints. - Handle complaints received via social media, regulatory portals, and other channels within defined turn-around-time. - Ensure timely handing of Ombudsman and legal cases. - Act as a voice of customer for PHI by raising timely red flags for fixing gaps and enhancing service experience. - Collaborate with internal and external teams like Distribution, Branch, Claims, Underwriting, Legal, Medical services TPA, etc., to expedite complaint resolution. - Be aware of all compliance related requirements. - Participate in closure of process enhancement recommendations, risk identifications, and future fix. - Drive service recovery initiatives to ensure enhanced customer experience and re-instil customer trust in PHI. Qualifications Required: - 6-7 years of experience with 4-5 years of complaints handling experience in health insurance, general insurance, or financial services industry. - Strong knowledge of IRDA guidelines, compliance protocols, and insurance related grievance mechanisms. - Ability to manage diverse teams and stakeholders, regulatory bodies, and ensure cross-functional collaboration. - Excellent communication and negotiation skills. - Bachelor's degree from a recognized University. - Highly driven individual who goes the extra mile to deliver an outstanding product to the business team and end users/customers. - Ability to work in a fast-paced and hyper-growth environment using agile methodologies. Additional Company Details: Prudential (UK) in partnership with the HCL group is setting up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer. The joint venture combines Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions. Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, focusing on customer-centric journeys and differentiated experiences. If you believe you meet the qualifications and are excited about the opportunity to contribute to Prudential Health India's mission, please reach out to us at careers@prudentialhealth.in. We are eager to hear your story and discuss how you can be a valuable addition to our team!,