Job Description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.
This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions.
Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India's first World Cup Victory!
Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.
To partner with us in this mission, we are looking for a talented Grievance Management Lead to join our Customer Service team in Mumbai.
Your typical week might include the following:Oversee and manage complaints team ensuring timely, fair, and effective grievance handling of complaints received across internal and external touchpoints like Escalation desks, Bima Bharosa, NCH portal, Social media, etc. Ensure timely handing of Ombudsman and legal cases as well. Act as an escalation point for complex cases providing strategic resolutions in alignment with the regulatory requirements. Work closely with tech and other stakeholders to ensure all workflow integration between CRM, IRDA portal and other key systems. Leverage analytics for identify complaints trend, root cause and drive data driven strategies for a permanent resolution and service enhancement. Analyse customer feedback and drive service improvements. Work collaboratively with internal and external teams like Distribution, Branch, Claims, Underwriting, Legal, Medical services TPA etc. to drive complaint reduction. Ensure timely and accurate reporting to regulator and internal stakeholders / management, in the prescribed format. Drive service recovery initiatives to ensure enhanced customer experience and re-instil customer trust in PHI. Drive complaint reduction projects and initiatives. Constantly strive for an excellent NPS score.

You could be the right candidate if you:Have 8-12 years of complaints management experience with 4-5 years of people management experience in health insurance or financial services industry. Strong knowledge of IRDA guidelines, compliance protocols and insurance related grievance mechanisms. Have experience in driving CRM integration with internal systems as well as regulatory portals like Bima Bharosa to ensure seamless flow of information. Have ability to manage diverse teams and stakeholders, regulatory bodies and ensure cross-functional collaboration. Have strong analytical skills to identify complaints trends and pain areas for quick redressal. Possess excellent communication and negotiation skills. Have a bachelor's degree from a recognized University. MBA from a recognised university or a III Certification of Licentiate or Associate will be an added advantage. Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers. Have demonstrated the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing

This could be the gig for you if you...Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas. Thrive in environments that celebrate co-creation and collaboration. Are passionate about leveraging new age digital tools and technologies to transform customer experience. Like to work in a culture where everyone can see what others are doing Take help from others when stuck and encourage others when there are setbacks Take full responsibility for your team's contribution output while thinking wing to wing across the organization; to solve for the customer. Have 8-12 years of experience in Insurance (preferably health or general insurance), banking, financial services industry.

What can make you extra special if youHave walked extra mile in solving business problems by adopting offbeat path Proven track record of exceeding Service level expectations from stakeholders. Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment. Be a team player who is goal orientated, committed, and an advocate and early adopter of change. A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.

We are keen to listen to your story; doesn't matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.
If you think this is the one for you, drop in a line with your story at careers@prudentialhealth.in. We are eager to catch-up!

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.