Manager/Sr Manager- Grievance || Niva Bupa Health Insurance

Greetings from Niva Bupa!

Primary Role:

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 -

Experience & Skills - 5 - 7 years of experience in back office operations in a service industry

Job Location- Noida, Sector-59

Interested candidates can share their reference at anjali.jha1@nivabupa.com