Manager - Complaints and Escalations

Manager - Complaints and Escalations Company: Niva Bupa Health Insurance Job Location: Noida, Uttar Pradesh, India Employment Type: Full-time Experience Required: 5 - 7 years About the Role 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 .