Lead the end-to-end complaints management process, including investigation, resolution, and closure of all complaints (escalated and routine). Develop, implement, and continuously improve complaints handling policies, procedures, and workflows to ensure regulatory compliance and efficiency. Monitor and analyze complaints trends, root causes, and patterns; prepare regular reports and dashboards for senior management on key metrics (resolution time, volume, satisfaction, recurrence). Manage and develop a team of complaints specialists/handlers, including performance reviews, training, coaching, and ensuring adherence to SLAs and quality standards. Handle complex and high-escalation complaints personally, coordinating with relevant departments (e.g., Claims, Underwriting, Legal, Operations) to achieve fair outcomes. Ensure full documentation and audit-ready records for all complaints, supporting internal audits and regulatory inspections. Identify opportunities for service improvements based on complaint insights and collaborate on corrective action plans with other teams. Oversee regulatory reporting of complaints to authorities (e.g., IA) and ensure timely responses to any regulatory queries or escalations. Conduct regular training sessions for customer service and frontline teams on complaints handling, de-escalation techniques, and customer empathy. Contribute to the development and monitoring of departmental KPIs related to customer satisfaction and complaints reduction. Manage relationships with third-party service providers involved in complaints resolution where applicable. Support the implementation of technology solutions (e.g., CRM systems) to streamline complaints tracking and reporting.

Desired Candidate Profile

Bachelor s degree in business administration, Insurance or related field. 6 - 8 Years in relevant field.