Associate Manager - Claims & Service Recovery

Department: Service Recovery
Designation: Associate Manager

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.

What does the job entail?
1. Responsible for resolving customer queries and service requests received
through email
2. Ensure service interactions are dealt with promptly including service recovery
3. Coordinate with internal teams to ensure the requests are closed in a timely
manner.
4. Deliver best in class customer experience in the service interactions leading to
improved VOC
5. Identify gaps in existing processes and work with various project teams to drive
improvements
6. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined
targets
7. Monitor quality of responses whether First time Right in providing resolution
have been followed.
8. Improve connect with customers through engagement activity and understand
why customers have emailed and provide resolution.

Essential conditions:
Education: Graduation
Work exp: 2+ years
Work related skills: Good in Excel, process of cross-functional
departments and effective communication skills.