Job Description
Role Purpose:
Regulatory Care Team member is responsible to manage and resolve members complaints (received from CHI and IA). He/she will conduct robust and consistent investigations (end-to-end) in order resolve the customer complaints in a timely manner, striving for a positive outcome for both the customer and the company as well as identifying recurring issues. He/she also will ensure that complaint handling processes are in compliance with relevant regulations and industry standards/KPIs, whilst promoting customer-centric culture across the organization, emphasizing the importance of resolving complaints and exceeding customer expectations.
Manage regulatory complaints:
- Build and maintain a strong and professional relationship with the Regulator
- Conduct the required assessment and investigations.
- Manage the end-to-end process and close the case within the agreed timelines.
- Conduct QA/QC to ensure high quality responses.
- Ensure all policies and procedures related to regulatory complaints are followed
Service excellence:
- Support efficiency workflows for the department with the needed/required tools, solution and technology to reduce manual workload and improve efficiency.
- Collaborate with cross functional and external stakeholders to resolve service failures and prevent recurrences
- Initiate and manage customer service projects/ KAIZEN related to regulatory care unit to drive transfomation and continious service improvements
Service delivery:
- Track internal department efficiencies and drive improvement initiatives including technology solutions or process improvement
- Provide oversight to ensure the complaints management and recovery process works effectively within the Service Operations framework
Analysis and reporting:
- Circulate the assigned analysis and related reports
- Conduct Ad hoc analysis when needed.
- Identify trends or areas of improvement
Skills
- Strong communication skills.
- Excellent planning and execution skills.
- Strong service focused mindset in combination with commercial skills.
- Strong presentation and interpersonal skills.
- Able to do multitask and work well under pressure and deadlines
- Strong problem-solving and Excellent follow up skills
- Ability to effectively prioritize and execute tasks.
- Excellent time management skills.
- Excellent in using MS excel and PowerPoint.
