PHI - Lead- Grievance Management

We are looking for a talented Grievance Management Lead to join our Customer Service team in Mumbai. The role will involve overseeing and managing complaints team, ensuring timely, fair, and effective grievance handling, and driving service recovery initiatives to enhance customer experience.

Requirements

• 8-12 years of complaints management experience with 4-5 years of people management experience in health insurance or financial services industry
• Strong knowledge of IRDA guidelines, compliance protocols and insurance related grievance mechanisms
• Ability to manage diverse teams and stakeholders, regulatory bodies and ensure cross-functional collaboration
• Strong analytical skills to identify complaints trends and pain areas for quick redressal
• Excellent communication and negotiation skills

Benefits

• equal opportunity employer
• equality of opportunity of benefits for all who apply and who perform work for our organisation
• reasonable adjustments to support people with individual physical or mental health requirements