Manager - Complaint Management

Bharti AXA Life Insurance; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Bharti AXA Life Insurance is seeking a Manager - Complaint Management in Mumbai to lead the handling of complaints across mis-selling, policy servicing, and regulatory cases. The role involves investigations, root-cause analysis, and ensuring timely closure with internal stakeholders.

Strong communication and analytical skills are required for effective MIS reporting and process improvements. The ideal candidate will have 5+ years in complaint management within life insurance, with mentoring

Qualifications

• 5+ years of experience in Complaint/Grievance Management.
• Life Insurance experience preferred.
• Strong exposure to complaint handling, investigation, escalations and resolution.
• Team handling/mentoring and stakeholder management experience preferred.
• Good communication, analytical and MS Office skills.

Responsibilities

• Manage customer complaints related to mis-selling, fraud, policy servicing, senior management, Social Media and Ombudsman cases.
• Handle case investigation, fact-finding, root-cause analysis and resolution.
• Manage escalations with Sales and internal stakeholders for timely closure.
• Ensure adherence to TAT, SLA and regulatory requirements.
• Analyze complaint trends and drive process improvements.
• Prepare MIS, management and regulatory reports.
• Mentor the team and support training, quality and process initiatives.

Skills

Communication

Analytical

Tools

MS Office

Job description

Job Details:

• Job Title: Manager - Complaint Management
• Location: Mumbai - Malad

Role & responsibilities

• Manage customer complaints related to mis-selling, fraud, policy servicing, senior management, Social Media and Ombudsman cases.
• Handle case investigation, fact-finding, root-cause analysis and resolution.
• Manage escalations with Sales and internal stakeholders for timely closure.
• Ensure adherence to TAT, SLA and regulatory requirements.
• Analyze complaint trends and drive process improvements.
• Prepare MIS, management and regulatory reports.
• Mentor the team and support training, quality and process initiatives.

Preferred Candidate Profile

• 5+ years of experience in Complaint/Grievance Management.
• Life Insurance experience preferred.
• Strong exposure to complaint handling, investigation, escalations and resolution.
• Team handling/mentoring and stakeholder management experience preferred.
• Good communication, analytical and MS Office skills.