Grievance Management & IRDA Reporting Manager

About the role

The Grievance Management & IRDA Reporting Manager leads the Customer Service team in handling customer complaints with sensitivity, ensuring compliance with IRDA regulations and internal standards. The role focuses on meeting service level agreements, managing escalations, and delivering accurate regulatory reports.

Key responsibilities

• Monitor and enforce SLA compliance for complaint resolution, using quality dashboards and performance metrics.
• Ensure the team follows the Grievance Redressal Guideline issued by the regulator.
• Manage escalations from regulators and senior leadership, providing timely interventions.
• Coordinate with cross‑functional teams to address sales pressure and resolve critical complaints.
• Track complaint volumes, identify process gaps, and drive initiatives to reduce repeat issues.
• Prepare and submit accurate IRDAI reports, conduct trend analysis, and update processes based on regulatory changes.
• Coach, mentor, and develop team members, identifying training needs and fostering continuous learning.

Required profile

• Proven experience in managing customer grievances and regulatory reporting, preferably within the insurance or financial services sector.
• Strong understanding of IRDA guidelines and compliance requirements.
• Demonstrated ability to lead a team, monitor performance, and drive process improvements.
• Excellent communication skills for handling escalations and stakeholder interactions.

Required skills