Sr Executive- Grievance

The role of Executive/Sr. Executive in the Complaints & Escalations department at Noida NOC involves handling complaint cases in accordance with Max Bupa service protocols. Your primary responsibilities include prioritizing escalations, classifying complaints accurately, providing timely updates to management, ensuring the quality and correctness of responses, meeting resolution timelines, preventing escalations for the same issue, managing mail/walk-in/call handling, monitoring NPS feedback, driving process improvements, supporting team performance, and identifying trends for process enhancements. To be successful in this role, you should be a graduate in any field with 2 - 4 years of experience in back office operations within the service industry. Proficiency in MS Office, strong interpersonal and analytical skills, customer service orientation, willingness to learn new processes and systems, background in insurance, and knowledge of IRDA/IGMS guidelines/reporting are essential requirements for this position. You will be expected to collaborate with different function heads/SPOC to drive process improvements, ensure team deadlines are met, maintain process compliance, and address systematic failures. Your role will play a critical part in enhancing customer satisfaction, resolving complaints efficiently, and contributing to the overall success of the Complaints & Escalations department.,