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