Manager - Complaints and Escalations

Key Roles & Responsibilities Primary Role Description: - The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Niva Bupa service protocols while handling critical cases. Key Roles & Responsibilities:  100% Compliance adherence.  Lead & manage grievance team.  Ensuring all Regulatory complaints are managed within internal/regulatory SLAs.  Share RCA with other functional teams ensuring process improvements & driving quality.  Industry/Service benchmarking.  Driving NPS.  Priority handling of escalation basis the source of it has been reported from  Correct classification as complaints/service issues  Time bound update on the case details to management  Quality of responses-completeness and correctness  Resolution TAT is adhered without extension of timelines  No escalation for same concern  Complaint brief  Mail/Call handling management  Taking self-initiative for process improvements through coordination with different function heads/SPOC  Supporting the team to meet deadlines/team performance and process compliance  Identifying trends for Process gaps and systematic failures  MIS  Timely submission of all regulatory reports.  Reduction in incidence rate for queries & complaints  Improvement in customer satisfaction scores & NPS Key Requirements – Education & Certificates Graduate in any Field Key Requirements - Experience & Skills 5 - 7 years of experience in back office operations in a service industry