Team Member - Grievance

Job Purpose

This role is focused on managing grievance-related operations with strong attention to regulatory compliance, customer communication, and service quality. The position supports timely resolution of complaints and queries while ensuring that product and process practices remain aligned with company and IRDA requirements.

Key Result Areas

• Follow regulatory guidelines closely and ensure the product features and service approach remain in line with company-defined standards.
• Communicate process updates to customers whenever IRDA-related changes are introduced.
• Work toward reducing the volume of complaints and queries received through email and physical written submissions, in line with set targets, and identify gaps in current processes.
• Coordinate closure of identified issues with the relevant process owners.
• Perform root-cause analysis for service-related complaints and recommend practical improvements.
• Maintain SLA compliance by improving productivity, accuracy, and response speed through efficient use of resources.
• Share productivity-related feedback as needed.
• Ensure priority cases are completed within the defined turnaround time.

Additional Information

This is a full-time, onsite position based in Maharashtra, India.