Deputy Manager

Department: Service Recovery

Designation: Deputy Manager

About the Department
The Service Recovery department is responsible for managing all customer complaints and grievances received through various touchpoints including IRDA, the Ombudsman, and other regulatory bodies.
In addition, the department ensures that all complaints and grievances are addressed within the prescribed regulatory turnaround time (TAT).

What does the job entail?
Candidate will be responsible for the following areas in his/her duties for the said position:

1. Handling Customer Complaints: Directly managing customer complaints after receiving the necessary inputs and information.
2. Improvement of Resolutions: Enhancing the resolution process based on the handling of customer complaints, ensuring improved customer satisfaction.
3. Customer Communications: Developing clear and professional communications to inform customers about the resolution process and outcomes.
4. Identifying Problem Areas: Analyzing complaint trends to identify recurring issues and implementing measures to reduce complaints.
5. Reporting & MIS: Maintaining and publishing daily, weekly, and monthly Management Information System (MIS) reports to track performance and trends.

Essential conditions:

• Education: Graduation
• Work exp: 4+ years, at least 2 years into handling customer queries
• Work related skills:

- Effective communication skills
- Proficient email drafting skills
- Interpersonal & Collaborative Skills
- Problem solving skills
- MIS Management & Reporting