Manager - Complaints and Escalations

Nivabupa; India; On-site; INR 600,000 - 900,000; Full time

Job summary

Nivabupa is seeking an experienced Grievance Management professional to join our back-office operations team. The role focuses on handling complaint cases, adhering to service protocols, and ensuring 100% compliance.

You will lead the grievance team, manage regulatory complaints within internal SLAs, and share RCA with cross-functional teams to drive process improvements and NPS. The ideal candidate has 5-7 years in back-office service environments, graduates in any field, and a track record of

Qualifications

• Graduate in any field.
• 5-7 years of experience in back office operations in a service industry.

Responsibilities

• Handle complaint cases following service protocols.
• Ensure 100% compliance adherence.
• Lead and manage grievance team.
• Ensure regulatory complaints are within internal/regulatory SLAs.
• Share RCA with cross-functional teams for process improvements.
• Drive NPS and customer satisfaction; prioritize escalations.
• Identify trends for process gaps and systematic failures.
• MIS timely submission of regulatory reports.
• Ensure timely resolution with adherence to TAT.

Skills

Back office operations

Grievance management

Education

Graduate degree

Job description

Permanent

Job Description

Primary Role Description:

-The job holder would be responsible handling complaint cases. The job holder wouldspecifically need to follow the Niva Bupa service protocols while handling critical cases.

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 & drivingquality.

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

Taking self-initiative for process improvements through coordination with differentfunction 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 & NPSKey Requirements - Education & CertificatesGraduate in any Field

Key Requirements - Experience & Skills5 - 7 years of experience in back office operations in a service industry

Job Snapshot

Updated Date

03-02-2026

Job ID

MB_JOB_5111

Function

Grievance Management

Location