Kotak Life Insurance - Grievance Manager - Customer Service

OBJECTIVE OF THE ROLE

Provide appropriate resolution for consumer grievances and provide seamless customer experience

KEY RESPONSIBILITIES

- Accountable for customer grievances at the Grievance Desk, service levels and deliverables in lines with IRDA guidelines

- Accountable for resolution of complaints directly escalated by IRDA Chairman and Grievance Team

- Accountable for resolution of complaints from ManCom Office, Legal & ombudsman and escalated complaints from the media

- Responsible for regular coordination with IRDA Grievance office for implementation of new guidelines, circulars pertaining to policyholders protection and grievance management

- Responsible for coordination with IRDA IT cell ( Wipro) to streamline IGMS system for automated Grievance Management

- Responsible for driving key business and process improvement areas with key stakeholders like Sales, Operations, Legal, Risk & Compliance for both complaints and email desk.

- Drive reduction of complaints across Sales, Branches, Voice Centres.

- Ensure that email desk TAT is adhered and we drive first time right culture.

Eligibility Criteria:

Work Experience : 6-7 years of relevant experience in customer service (with at least 3-4 years in a leadership roles)

Educational Qualifications: Graduates/Post Graduates

Other skill set:

- Team handling experience of 3-4 years

- Sharp understanding of processes, customer needs and techniques and translating the same into speedy and viable action

- Good Execution Skills

- Sound Communication & Presentation Skills Fluent in English & Hindi

- Strong interpersonal skills

- Preferably from the insurance industry