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Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 68,400 employees, the businesses of ABCL have a nationwide reach with over 1,740 branches and more than 200,000 agents/channel partners along with several bank partners.
Nationwide Branches
1,740
No. of Employees
68,400
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.91 Lakh Cr
Consolidated Lending Book
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Aditya Birla Capital Limited
Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 68,400 employees, the businesses of ABCL have a nationwide reach with over 1,740 branches and more than 200,000 agents/channel partners along with several bank partners.
Nationwide Branches
1,740
No. of Employees
68,400
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.91 Lakh Cr
Consolidated Lending Book
INR 2 Lakh CrCorporate Governance Policies
Financial and Debt-Related Policies
Business and Partnership Policies
Money management made easy
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Life Insurance
Health Insurance
Home Finance
Personal Finance
Basic Details: Fill the required information about business, unit, location, position, reports to position and date of updation of JD |
Business | |||
Unit | |||
Location* | |||
Poornata Position Number of the job | To be provided | Reports to: Poornata Position Number | To be provided |
Poornata Position Title of the job | Team Member - Grievance | Reports to: Poornata Position Title | Team Lead - Grievance |
Function | Operations | Reports to: Function | Operations |
Department* | Ops - Grievance | Reports to: Department* | Ops - Grievance |
Designation of the Employee* | Asst. Manager / Deputy Manager - Grievance | Designation of the Manager* | Deputy Chief Manager |
Date of writing/updation of JD | 24-Aug-26 | ||
1) Job Purpose: Write the purpose for which the job exists (in 2-3 lines) * |
The role exists to provide timely, accurate and empathetic resolution of customer grievances received through email, calls and approved channels, with particular attention to claims-related matters. It ensures adherence to internal and external requirements, protects customer trust and converts complaint insights into service, retention and process improvements. | |
2) Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job. * |
Business Workforce Number | To be provided |
Unit Workforce Number | To be provided |
Function Workforce Number* | To be provided |
Department Workforce Number* | To be provided |
Other Quantitative and Important Parameters for the job | Assigned grievance volumes; claims grievance mix; turnaround time and ageing; SLA achievement; response quality; repeat complaint and escalation rate; retention opportunities; IGMS data accuracy; root-cause closure; IRDAI reporting inputs and audit observations, as per approved targets. |
3) Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge in the context of the Business/Unit/Function/Department/Section * |
About the Health Insurance Industry - The role operates in a regulated and service-intensive health insurance environment where customers expect transparent, prompt and accurate decisions. Grievance outcomes can affect trust, retention, regulatory standing and reputation, especially when claims, medical interpretation, policy provisions or multiple service partners are involved. About Aditya Birla Health Insurance - ABHI combines health insurance protection with wellness-led customer engagement and digital-first service. The grievance function supports this promise by resolving concerns fairly, protecting customer confidence and using complaint insights to strengthen products, processes and journeys. Organisational and Functional Context - The role sits within Operations - Grievance and coordinates with Claims, Customer Service, Operations, Sales, Digital, IT, Medical, Legal, Compliance and service partners. It owns assigned cases from acknowledgement to closure, maintains accurate system records and supports regulatory reporting, root-cause analysis and closed-loop corrective action. Key Challenges for the role - • Resolving sensitive claims grievances with empathy while remaining evidence-based and policy-aligned. • Meeting regulatory and SLA timelines when resolution depends on multiple teams, systems or missing documents. • Explaining complex decisions clearly and consistently without unsupported commitments. • Ensuring accurate IGMS records, reporting inputs and an audit-ready trail for every case. • Identifying genuine retention opportunities while maintaining fairness, ethics and authority limits. • Turning individual complaints into reliable root-cause insights and sustained corrective action. | |
4) Key Result Areas: Write the key results expected from the job and the supporting actions for each key result area * |
Key Result Areas * | Supporting Actions* |
End-to-End Grievance Management | • Own grievances received through email, calls and approved channels from acknowledgement through closure. • Handle claims-related grievances with particular focus and establish a clear understanding of the issue and decision. • Coordinate dependencies and escalate sensitive, ageing or authority-exceeding matters promptly. |
Customer Resolution and Retention | • Provide timely, accurate, fair and empathetic resolution aimed at improving customer satisfaction. • Assess cancellation or dissatisfaction signals and pursue approved retention or conservation opportunities. • Communicate reasons, next steps and escalation avenues clearly and track commitments to completion. |
Service Levels, Productivity and Quality | • Meet grievance turnaround time, productivity, accuracy and quality KPIs under applicable SLAs. • Prioritise cases by due date, ageing, severity and customer impact and follow up proactively. • Participate effectively in team reviews, calibration, workload support and knowledge sharing. |
Regulatory Reporting and Compliance | • Maintain disciplined understanding and use of IGMS and approved grievance platforms. • Provide accurate and timely inputs for IRDAI complaint and grievance reporting and management information. • Maintain complete, traceable and audit-ready records of facts, evidence, actions, approvals and correspondence. |
Root Cause Analysis and Closed-Loop Action | • Conduct end-to-end RCA and distinguish isolated service failures from recurring process or system issues. • Capture complaint categories, causes, corrective actions and closure codes accurately. • Coordinate closed-loop actions with process owners and track agreed improvements to completion. |
Product and Process Knowledge | • Maintain in-depth knowledge of products, services, policy terms, promotions, campaigns and grievance procedures. • Interpret case facts and applicable provisions accurately and seek specialist guidance where needed. • Stay current with product, process, system and regulatory changes while upholding high ethical standards. |
Data Accuracy and System Discipline | • Record customer, policy, complaint and action details accurately and promptly in approved systems. • Validate mandatory fields, categorisation, ownership, status, ageing and closure information. • Protect personal, health and financial information and report workflow or system defects. |
Cross-Functional and Project Contribution | • Work with Claims, Customer Service, Operations, Sales, Digital and IT to obtain facts and complete actions. • Set clear requirements and due dates for dependencies and provide status visibility to the reporting manager. • Contribute to assigned grievance, customer-service and process-improvement projects. |
5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report) * |
Not applicable / To be confirmed. This role is currently designed as an individual contributor reporting to the Team Lead - Grievance. | |
6) Relationships: Describe the nature and purpose of the most important contacts, except superior/team members, required to deliver the job objectives * |
Relationship Type | Frequency | Nature | |
Internal - Claims Team | High | Case validation, claim rationale, documentation, corrective action and resolution inputs. | |
Internal - Customer Service Team | High | Customer history, channel coordination, interaction records and commitment closure. | |
Internal - Operations Team | Medium | Policy servicing, transaction verification, process correction and data updates. | |
Internal - Sales Team | Medium | Distribution context, customer communication, retention and mis-selling-related inputs. | |
Internal - Digital and IT | Low / As required | System issue resolution, workflow support, digital journey improvement and data correction. | |
Internal - Medical, Legal and Compliance | As required | Specialist review, regulatory guidance and sensitive-case decision support. | |
External - Customers / Policyholders / Claimants | As required | Clarification, status updates, resolution communication, retention and closure. | |
External - Hospitals, TPAs and Service Partners | As required | Evidence collection, transaction validation and corrective action through approved channels. | |
7) Organizational Relationships: Provide the structure for a level above and below the position and indicate all reports * |
Team Lead - Grievance | |
↓ | |
Team Member - Grievance | |
↓ | |
No direct reports / To be confirmed | |
SIGN-OFF: Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record. * |
Job Holder | Reports to - Manager | |
Name | ||
Signature (needed for the hard copy) | ||
Date |
1 - 4 years
02 degree