Deputy Manager-market Conduct-Customer Complaint Handling & Redressal

5 - 8 Years
Mumbai

Job Description

Greetings!

We have a job opening with a leading organisation in Mumbai

Please find below the Job Description:

Key Accountabilities:

  1. Handle Customer Complaints and ensure timely and effective redressal as per company and IRDA guidelines:
  • Analysing complaints, ensure timely resolutions, timely decisions on the complaints, follow up with respective sales channel
  • Ensure Implementation of compliance decision by the concerned function
  • Assisting in formulating & circulating Quarterly Trend/Root Cause Analysis
  • Assisting in revising complaints manual/system to suit company requirements & regulatory amendments made from time to time

  1. To assist/convene PGRC/Alert/Channel Conflict meetings for effective and timely redressal of cases
  • Assisting/coordinating periodical PGRC/Alert/Channel Conflict meetings
  • Assisting during investigation & finalisation of agenda for the meeting giving Compliance Observations & recommendations
  • Assisting in formulating of minutes of the meetings
  • Ensuring that committee decisions are communicated to the costumers
  • Ensure action suggested by the committee is implemented

  1. Ensuring timely and Qualitative reports periodically to both parent company as well as regulatory authorities
  • Assisting in both timely and Qualitative reports periodically to both parent company as well as regulatory authorities
  • Timely completion and submission of qualitative periodical reports to internal management along with compliance recommendations and decisions
  • Assisting in formulating & timely submission of any other report as and when required by the regulator, management, compliance or Jv parties
    1. Assisting in preparing the PPC agenda presentation in a timely manner
    • Assisting in preparing the PPC agenda presentation in a timely manner
    • To give reverts/feedbacks from the concerned functions

    1. Assisting in conducting Mystery Shopping exercise as and when required and reporting to various stakeholders and closure of recommendations
    • Assisting in conducting Mystery Shopping exercise as and when required
    • Assisting in appointment of a suitable mystery shopping agency to conduct the exercise
    • Coordinate with the manager in ensuring the exercise is conducted as per the agreed process and closed within timelines
    • Assisting to ensure that the reports/presentations are shared timely with all the stakeholders
    • The recommendations and other decisions are closed within timelines

    1. To assist in formulating & Circulation of dashboards to the respective sales channel
    • Facilitating in :
    • Creating dashboards
    • Analysing the data and taking function feedbacks
    • Modifying the dashboards as and when required

    Keyskills

    Desired Candidate Profile

    Please refer to the Job description above

    Company Profile

    TopGear Consultants Pvt Ltd.

    Leading recruitment firm
    View Contact Details+

    Recruiter Name:Kusum

    Contact Company:TopGear Consultants Pvt Ltd.

    Salary

    Not Disclosed by Recruiter

    Industry

    Insurance

    Role Category

    Operations

    Role

    Operations Manager

    Employment Type

    Full Time, Permanent