PHI - Specialist - Social Media Escalations

prudential; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Prudential Health India seeks an experienced complaints handler to manage grievances across channels and regulatory portals. The role involves raising customer insights, coordinating with internal teams, and driving service improvements to enhance customer trust.

You will work in a fast-paced environment, ensuring timely resolution and adherence to IRDA guidelines while supporting a diverse customer base in India.

Qualifications

• 6–7 years experience with 4–5 years handling complaints in health/general insurance or financial services.
• Solid knowledge of IRDA guidelines and compliant grievance mechanisms.
• Ability to lead diverse teams and collaborate cross-functionally.

Responsibilities

• Timely, fair handling of grievances across social media and internal portals.
• Manage Ombudsman and regulatory cases with defined turnaround times.
• Raise red flags to improve service experience and customer trust.
• Coordinate with Distribution, Branch, Claims, Underwriting, Legal, Medical teams.
• Ensure compliance requirements are met and participate in process improvements.

Skills

Communication skills

Negotiation skills

Stakeholder management

Agile methods

Regulatory knowledge

Education

Bachelor's degree

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

About the Initiative

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India's first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

About the Role

Your typical week might include the following:

• Ensuring timely, fair, and effective handling of grievances received across social media platforms.
• Handing grievances received via internal escalation touchpoints, , regulatory portals (Bima Bharosa, NCH, etc), as per the defined turn-around-time.
• Ensure timely handing of Ombudsman and legal cases as well.
• Act as a voice of customer for PHI by raising timely red flags which shall be instrumental in fixing gaps and enhancing service experience.
• Work collaboratively with internal and external teams like Distribution, Branch, Claims, Underwriting, Legal, Medical services TPA etc. to expedite complaint resolution.
• Be aware of all compliance related requirements.
• Participate in closure of process enhancement recommendations, risk identifications along with a future fix.
• Participate and drive service recovery initiatives to ensure enhanced customer experience and re-instil customer trust in PHI.

Who you are

• Have 6-7 years of experience with 4-5 years of complaints handling experience health insurance, general insurance or financial services industry.
• Have strong knowledge of IRDA guidelines, compliance protocols and insurance related grievance mechanisms.
• Have ability to manage diverse teams and stakeholders, regulatory bodies and ensure cross-functional collaboration.
• Possess excellent communication and negotiation skills.
• Have a Bachelor's degree from a recognized University.
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Have demonstrated the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing.

Ideal Traits

• Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.
• Thrive in environments that celebrate co-creation and collaboration.
• Are passionate about leveraging new age digital tools and technologies to transform customer experience.
• Like to work in a culture where everyone can see what others are doing
• Take help from others when stuck and encourage others when there are setbacks
• Take full responsibility for your team's contribution output while thinking wing to wing across the organization; to solve for the customer.

Additional Qualities

• Have walked extra mile in solving business problems by adopting offbeat path.
• Proven track record of exceeding Service level expectations from stakeholders.
• Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment.
• Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
• A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.

We are keen to listen to your story; doesn't matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.

Equal Opportunity

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or beli