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Head - Complaints Management & Policy Servicing

Mumbai Permanent View Job Description
To lead the end-to-end complaints management and policy servicing functions ensuring superior customer experience across the policy lifecycle while maintaining strict adherence to regulatory requirements, operational excellence and risk controls.
  • Growing Organization
  • Lead the end-to-end complaints management and policy servicing

About Our Client

One of the leading brands in the life insurance industry

Job Description

  • Complaints & Grievance Redressal
  • Policy Servicing Operations
  • Customer Experience & Service Excellence
  • Regulatory Compliance & Governance
  • Process Transformation & Digitization
  • Risk Management & Controls
  • Complaint resolution TAT adherence (as per IRDAI norms)
  • Policy servicing SLA adherence
  • Customer satisfaction (CSAT/NPS)
  • Audit and compliance scores
  • Process efficiency and cost optimization
    Experience
  • Reduction in repeat complaints / grievance ratio
  • IGMS and Ombudsman case closure efficiency



The Successful Applicant

  • 18+ years of experience in Life Insurance operations
  • Strong exposure to Complaints/grievance management
  • Policy servicing operations
  • Regulatory interactions
  • Experience in leading large teams and multi-location operations
  • Key Skills & Competencies
  • Deep understanding of life insurance products and policy lifecycle
  • Strong regulatory and compliance orientation
  • Customer-first mindset
  • Analytical thinking and problem-solving
  • Stakeholder management and influencing skills
  • High ownership and execution focus

What's on Offer

Be a part of a growing team

Quote job ref
JN-042026-7007461

Job summary

Function
Insurance
Sub Sector
Sales
What is your area of specialisation?
Insurance
Location
Mumbai
Job Type
Permanent
Job Reference
JN-042026-7007461

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.