Grievance Redressal Manager

Job description

Role & responsibilities :- • To handle and resolve customer grievances received from senior management, website grievance redressal channel and IRDA. • Needs to manage customer complaints escalated to senior management, website grievance redressal channel and IRDA. • Should be able to coordinate with different teams and resolve complaints within TATs prescribed. • Should be comfortable and confident when interacting with senior officials of different teams whose intervention might be senior officials of different teams whose intervention might be required in the course of resolution. • Must necessarily get into transactions and bring about the sense of urgency that is required for resolving escalated cases. • Should be able to identify and highlight process gaps found in the course of resolution ( essentially meaning should behands on in doing a detailed root cause analysis & manage the fix a well). • Maintain MIS and do analysis, prepare customized analytical reports. • Should have good oral and written communication skilss, should have good presentation skills. • Must be proficient in English. • Location: Andheri, Mumbai • Preferred Experience profile:- Minimum 1 years experience in customer service profile. Interested candidates can share their resume at sakshi.koli@ext.icicilombard.com or contact:- 8097462309