Ravi R.
Manager (Third Party Products)- HDFC BANK, 12+ Yrs of Experience in Customer Service Management & Service Quality
- Role
- Manager - Third Party Products at HDFC Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Ravi R.
Insurance operations leader with 14+ years of experience driving service excellence…
Experience
Manager - Third Party Products
Jun 2023 — Present · Mumbai, IN
Handle and resolve life insurance complaints received from the Banking Ombudsman, Senior Management, and Bank partner channels within defined turnaround times.Coordinate effectively with Bank branches, Channel Partners, Legal, and Compliance teams to ensure prompt and fair resolution of issues.Analyze complaint and NPS (Net Promoter Score) data to identify service gaps, recurring issues, and potential compliance risks.Conduct root cause analysis (RCA) for major complaints and provide insights to business and operations teams for corrective and preventive actions.Develop and circulate informative mailers, dashboards, and reports to improve awareness of complaint trends and service standards.Drive process re-engineering initiatives to address systemic service failures and enhance overall customer satisfaction.Collaborate with stakeholders to implement best practices in complaint handling, documentation, and communication.Ensure adherence to regulatory guidelines and maintain audit-ready documentation for all escalated cases.
Skills
- Insurance
- Greivance
- Share Trading
- Third Party Vendor Management
- Team Management
- Microsoft Office
- Document Drafting
- Internet Surfing
- Vendor Management
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