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The role serves as an extended operational arm to the Complaints, Audit & Compliance functions, ensuring smooth grievance management, regulatory adherence, data accuracy, stakeholder coordination, and audit preparedness.
- Complaint Management
- Gather required documents (incl. PCVC recordings) within 24 hours for investigations.
- Coordinate with stakeholders for updates, clarifications, and documents.
- Handle priority cases such as Bank MD, Senior Management, Board, and Ombudsman complaints.
- Fast-track partner-sourced policy escalations with Sales teams.
- Provide RCA and additional details to close complaints.
- Ensure discharge vouchers are sent to the Bank for cancelled policies.
- Track final decisions and update status within defined TAT.
- Data Maintenance & Reporting
- Maintain all regulatory and internal trackers shared between partner and Bank.
- Daily/weekly/monthly updates for complaint reconciliations, refund tracking, claw-back data, insurer staff action cases, litigation status, tranche submissions, and IRDAI data.
- Ensure accuracy and timeliness of MIS and dashboards.
- Stakeholder Coordination
- Act as first-level coordinator with insurer partners, branches, product teams, grievance desk, and other internal teams.
- Follow up on emails, pending data, and escalations.
- Work with Sales/RM teams to accelerate complaint closures and document retrieval.
- Audit Support
- Conduct data validation aligned with Bank and regulatory audit standards.
- Prepare audit samples, evidence, and documents for all audits.
- Track audit points and drive closures with stakeholders.
- Support audit teams in compliance reviews related to TPP grievances, cancellations, PCVC, etc.
- Assist in regular monitoring activities.
- Quality & Control
- Perform PCVC quality checks and flag non-compliance.
- Conduct QC of insurer responses, CRM documentation, and closure notes.
- Help create alerts and highlight high-risk cases.
- Support in RCA preparation.
- General Support
- Maintain trackers, filing systems, and documentation for audit/compliance readiness.
- Prepare ad-hoc reports, presentations, and governance decks.
- Provide full operational support to the unit as required.
