Regulatory Care

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.