Senior Grievance Redressal Officer

Kshema Organisation:

Kshema is India's only digital insurance company, with a focus on cultivators in the food and agriculture sectors. Kshema provides cultivators with resilience from financial distress due to catastrophic climate events and perils through localized insurance products. At Kshema, we empower cultivators. We are continually working with cutting-edge technologies to develop better systems for building trust with our customers. We are passionate about making a difference via innovation, sustainability, and a merit-based approach.

Kshema is headquartered in Hyderabad, Telangana, India, and has a pan-India presence. It employs more than 1000 people, both directly and indirectly, and is rapidly growing organically through an innovative product range. Kshema is an equal opportunity employer. Kshema offers an exceptional career development platform for professionals aspiring to high-level achievement.

For more information, visit www.kshema.co.

Brief Description:

The Senior Grievance Redressal Officer will lead and manage the grievance redressal function across the organization, ensuring timely, fair, and regulatory-compliant resolution of customer complaints. The role is pivotal in maintaining customer trust and ensuring adherence to IRDAI guidelines.

Key Responsibilities:

Grievance Management

• Oversee the end-to-end grievance redressal process across all branches and digital platforms.
• Ensure all complaints are acknowledged within targeted working days and resolved within stipulated duration as per regulatory norms.
• Certify closure of complaints where contractual, statutory, and regulatory obligations have been fulfilled

Regulatory Compliance:

• Ensure compliance with regulator’s Protection of Policyholders’ Interests (PPHI) Regulations and Grievance Redressal Guidelines.
• Maintain and update the Grievance Redressal Policy and ensure it is filed with regulator efficiently.
• Interface with regulators Integrated Grievance Management System (IGMS) and ensure accurate reporting

Customer Advocacy:

• Act as the senior escalation point for unresolved complaints.
• Liaise with the Insurance Ombudsman and Consumer Commissions when necessary.
• Ensure transparency and fairness in all customer interactions.

Technology & Reporting:

• Oversee grievance tracking systems and ensure integration with regulator’s systems.
• Generate periodic reports on complaint trends, resolution timelines, and customer satisfaction metrics.
• Analyse root causes and recommend systemic improvements.

Team Leadership:

• Lead and mentor a team of grievance officers across regional offices.
• Conduct training workshops on grievance handling and customer service best practices.

Experience:

• Minimum 10 years of experience in grievance redressal function in insurance or financial services.
• Proven track record of successfully managing grievance regulatory norms with proactive approach.
• Experience in managing diverse general insurance products and cross functional teams.
• Excellent stakeholder management and communication skills.

Education:

• Graduate/Postgraduate in Law, Insurance, or Business Administration.
• Certification in Insurance (e.g., III, IRDAI modules) is a plus.

Competencies / Skills:

• Strong understanding of general insurance products and processes.
• Excellent communication and interpersonal skills.
• Analytical mindset with attention to detail.
• Familiarity with regulatory frameworks and legal aspects of insurance.
• Proficiency in grievance management systems and reporting tools.