Manager - Complaints and Escalations

Niva Bupa · Noida

Source and collection record

Last observed by our collector: 9 October 2026 at 3:41 am IST. This is not a manual review or a confirmation from the employer.

Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.

How sourcing and classification work · Report a discrepancy

Your application evidence checklist

Mark the statements you can support after reading the employer source. This checklist stays on this page; it does not score your eligibility or submit an application.

Attendance and availability: I checked the employer page for work location, office attendance, start date and duration.Current requisition: I checked the current employer requisition and its application requirements.

0 of 2 checks marked. Keep unresolved requirements as questions for the employer.

Collected role description

Key Roles & Responsibilities Primary Role Description: - The job holder would be responsible handling complaint cases. The job holder would specifically need to follow the Niva Bupa service protocols while handling critical cases. Key Roles & Responsibilities:  100% Compliance adherence.  Lead & manage grievance team.  Ensuring all Regulatory complaints are managed within internal/regulatory SLAs.  Share RCA with other functional teams ensuring process improvements & driving quality.  Industry/Service benchmarking.  Driving NPS.  Priority handling of escalation basis the source of it has been reported from  Correct classification as complaints/service issues  Time bound update on the case details to management  Quality of responses-completeness and correctness  Resolution TAT is adhered without extension of timelines  No escalation for same concern  Complaint brief  Mail/Call handling management  Taking self-initiative for process improvements through coordination with different function heads/SPOC  Supporting the team to meet deadlines/team performance and process compliance  Identifying trends for Process gaps and systematic failures  MIS  Timely submission of all regulatory reports.  Reduction in incidence rate for queries & complaints  Improvement in customer satisfaction scores & NPS Key Requirements – Education & Certificates Graduate in any Field Key Requirements - Experience & Skills 5 - 7 years of experience in back office operations in a service industry

Collected experience requirement

5-7 years