Assistant Manager Grievance

Company Description Kshema General Insurance Limited is a digitally powered general insurer with a strong focus on serving the rural sector, especially cultivators across India. The company’s mission is to protect farmers from income shocks caused by extreme climate events and other uncertainties through innovative insurance solutions. Kshema uses a proprietary location-aware platform, developed with global experts in spatial data sciences and risk modeling, to assess and price pre-harvest risks at the farm level. By leveraging geo-tagging and evidence-based analysis, the company designs products that support sustainable cultivation practices and contribute to long-term environmental goals. Kshema is a well-capitalized, growth-focused organization committed to equal opportunity, valuing individuals solely on merit and the impact they create.Role Description The Assistant Manager Grievance will be responsible for managing and resolving customer complaints and grievances in line with regulatory and company standards. This full-time, on-site role based in Hyderabad involves handling escalated cases, coordinating with internal teams, and ensuring timely and fair resolution of issues. The role includes documenting grievance cases, maintaining accurate records, preparing periodic reports and dashboards, and identifying trends to improve processes and customer satisfaction. The Assistant Manager Grievance will interact with customers, agents, and stakeholders, provide clear communication on resolution steps, and ensure adherence to service-level agreements. The position also involves supporting audits and compliance reviews and contributing to continuous improvement initiatives within the grievance redressal function.Qualifications Strong customer service and relationship management skills, with the ability to handle sensitive and escalated issues professionally.Experience in grievance handling, claims or policy servicing, preferably within general insurance or financial services.Excellent communication skills, including clear written documentation and confident verbal interaction with internal and external stakeholders.Analytical abilities to review case data, identify patterns, and suggest process improvements to enhance customer experience.Knowledge of regulatory guidelines and industry best practices in grievance redressal and compliance within insurance.Proficiency in using MS Office tools (Excel, Word, PowerPoint) and CRM or ticketing systems for tracking and reporting grievances.Strong organizational and time-management skills, with attention to detail and the ability to manage multiple cases simultaneously.Bachelor’s degree in any discipline; a degree in insurance, finance, business, or related fields is an advantage.Prior experience working in rural or agriculture-focused financial services is beneficial, along with an interest in impact-driven work.