Head - Complaints Management & Policy Servicing

Michael Page; Mumbai; On-site; INR 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Be a part of a growing team

Job summary

Michael Page is looking for an experienced professional in Mumbai with a minimum of 18 years in life insurance operations. Responsibilities include leading complaint management, regulatory compliance, and policy servicing. Candidates should demonstrate strong capabilities in stakeholder management, process transformation, and customer experience excellence. Join a growing organization and contribute to improving customer satisfaction and operational efficiency.

Qualifications

• 18+ years of experience in Life Insurance operations.
• Strong exposure to Complaints/grievance management.
• Experience in leading large teams and multi-location operations.

Responsibilities

• Lead the end-to-end complaints management and policy servicing.
• Ensure adherence to regulatory compliance and governance.
• Transform processes and ensure customer satisfaction.

Skills

Complaints management

Policy servicing operations

Regulatory compliance

Stakeholder management

Analytical thinking

Job description

• Growing Organization
• Lead the end-to-end complaints management and policy servicing

About Our Client

One of the leading brands in the life insurance industry

Job Description

• Complaints & Grievance Redressal
• Policy Servicing Operations
• Customer Experience & Service Excellence
• Regulatory Compliance & Governance
• Process Transformation & Digitization
• Risk Management & Controls
• Complaint resolution TAT adherence (as per IRDAI norms)
• Policy servicing SLA adherence
• Customer satisfaction (CSAT/NPS)
• Audit and compliance scores
• Process efficiency and cost optimization Experience
• Reduction in repeat complaints / grievance ratio
• IGMS and Ombudsman case closure efficiency

The Successful Applicant

• 18+ years of experience in Life Insurance operations
• Strong exposure to Complaints/grievance management
• Policy servicing operations
• Regulatory interactions
• Experience in leading large teams and multi-location operations
• Key Skills & Competencies
• Deep understanding of life insurance products and policy lifecycle
• Strong regulatory and compliance orientation
• Customer-first mindset
• Analytical thinking and problem‑solving
• Stakeholder management and influencing skills
• High ownership and execution focus

What's on Offer

Be a part of a growing team