TPP Grievance Manager-TPP

Job Title:

Grievance Manager-TPP

Job Details:

Business Unit: Third Party Products Grievance, Audit and Compliance

Team: Central Team

Reports to: TPP - Grievance Product Head

Location: Mumbai

Job Function: TPP -Insurance

Role Type: Individual Contributor

Direct Reportees: Nil

Travel: Nil

Job Band Range: E3-E4

Job Purpose:

Resolve Life/Non-Life Insurance complaints

Coordinate resolution with internal/external partners

Maintain records

Refer staff actions

Highlight process improvements

Job Responsibilities:

Monitor and track all insurance grievances

Manage and close complaints within 5 days

Track cases via CRM

Escalate for timely closure

Maintain 12hr mail revert TAT

Report denial cases to committee

Obtain Ombudsman ratification for denials

Ensure committee cases are complete

Track complaint closure quality (RCA)

Maintain RCAs and process improvements

Achieve >=95% quality score

Maintain daily complaint records

Send daily/weekly dashboards

Release monthly complaint analysis

Share tranche report

Maintain regulatory communication records

Track new regulations

Handle regulatory reporting/KO updates

Conduct monthly re-classification

Track refund TATs

Undertake minor product initiative monthly

Undertake major product initiative quarterly

Share staff action cases with SPOC

Track staff action cases

Track refund/fund transfer cases

Educational Qualifications:

Graduation

IRDAI Certification (optional)

Key Skills:

Detail orientation

Investigation

Planning

Organizing

Communication

Insurance product knowledge

Experience Required:

2-3 years minimum

Insurance product exposure (preferred)

Major Stakeholders:

Customers

Branch Banking Team

Operations

Insurers

Audit & Compliance Team

QIG