Team Leader - Complaints Management Unit

Indusind Nippon Life Insurance; Mumbai; On-site; INR 1,000,000 - 2,200,000; Full time

Job summary

Indusind Nippon Life Insurance is seeking a seasoned professional to lead customer service and complaints management. The role emphasizes timely closure of complaints, regulatory compliance, and driving team productivity and governance across operations.

The ideal candidate should have 6–10 years in customer service or grievances, and 3–5 years of people management, with life or general insurance experience preferred.

Qualifications

• Graduate in any discipline.
• 6 to 10 years of experience in Customer Service, Complaints Management, Operations, or Grievance Redressal.
• Minimum 3 to 5 years of people management experience.
• Experience in Life Insurance, General Insurance, industry preferred.

Responsibilities

• Timely closure of customer complaints.
• Regulatory complaint management and compliance.
• Team productivity and performance management.
• Quality assurance and governance adherence.
• Complaint trend and root-cause analysis reports.
• Management dashboards and operational reviews.
• Process improvement and customer experience initiatives.
• Effective communication with internal and external stakeholders.
• Continuous improvement initiatives to enhance customer experience

Skills

People management

Customer service

Complaint management

Operations

Grievance redressal

Education

Graduate in any discipline

Job description

Role & responsibilities

• Timely closure of customer complaints.
• Regulatory complaint management and compliance.
• Team productivity and performance management.
• Quality assurance and governance adherence.
• Complaint trend and root-cause analysis reports.
• Management dashboards and operational reviews.
• Process improvement and customer experience initiatives.
• Effective communication with internal and external stakeholders.
• Continuous improvement initiatives to enhance customer experience

Preferred candidate profile

• Graduate in any discipline.
• 6 to 10 years of experience in Customer Service, Complaints Management, Operations, or Grievance Redressal.
• Minimum 3 to 5 years of people management experience.
• Experience in Life Insurance, General Insurance, industry preferred.