AVP - Analytics and Case Allocation

About the Company

About HDFC Life: HDFC Life, one of Indias leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

About the Department:

Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.

The interventions are manual in nature as the team is responsible for doing root cause analysis of the grievances and process recovery for the key cases.

What does the job entail?

Overview:

The AVP - Grievance Management will be responsible for overseeing the efficient resolution of customer grievances and ensuring compliance with regulatory standards. This role will involve managing a team responsible for case allocation, as well as leveraging data analytics to generate insightful reports and dashboards

Key Responsibilities:

• Data Analytics and Reporting:
• Design and develop interactive dashboards and reports to analyse customer complaints across various dimensions, including product, geography, channel, and complaint reason.
• Identify trends, patterns, and insights in customer complaint data to inform strategic decision-making.
• Prepare regular reports on customer complaints for regulatory bodies, the board of directors, and other stakeholders (Distribution partners/internal stakeholders).
• Ensure compliance with regulatory reporting requirements related to customer complaints.
• Case Management:
• Manage a team of 11 individuals responsible for allocating complaints to appropriate resolution teams.
• Ensure efficient and timely allocation of cases, minimizing customer wait times.
• Implement processes and procedures to optimize complaint resolution efficiency.
• Track and report on key performance indicators related to complaint management.
• Compliance and Risk Management:
• Stay updated on regulatory changes and ensure compliance with all relevant laws and regulations pertaining to customer complaints.
• Identify and assess risks associated with customer grievances and implement appropriate mitigation measures.
• Conduct regular reviews of grievance management processes to identify areas for improvement.

Essential conditions:

Qualifications and Experience:

• Bachelor's degree in business administration, finance, or a related field.
• Minimum 10-12 years of experience in grievance management, customer service, or a related field.
• Proven experience in data analytics and reporting, with proficiency in data visualization tools (e.g., Tableau, Power BI).
• Strong understanding of regulatory requirements related to customer complaints.
• Excellent communication and interpersonal skills, with the ability to effectively interact with various stakeholders.
• Strong analytical and problem-solving skills.
• Experience managing and leading teams.