Executive Manager - Regulatory Care
Job Description
Job Description
• Build and maintain a strong and professional relationship with CCHI and SAMA.
• Conduct the required assessment and investigations.
• Manage the end-to-end process and close the case within the agreed timelines.
• Conduct QA/QC in order to ensure high quality responses.
• Ensure all policies and procedures related to regulatory complaints are followed.
• Review the complaints escalated by Compliance or Legal.
• Manage quality agenda and work with TQM.
• Support efficiency workflows for the department with the needed/required tools solution and technology to reduce manual workload and improve efficiency.
• Provide oversight and ensure a seamless change management process to ensure minimal operational disruption with new communications, implementation and changes received from SAMA and CCHI.
• Collaborate with cross functional and external stakeholders to resolve service failures and prevent recurrences.
• Initiate and manage customer service projects/ KAIZEN related to regulators complaints unit to drive transformation and continuous service improvements.
• Lead FI’s across Service Operations to improve regulators complaints SLA.
• Identify areas where processes and system can be improved to increase efficiency.
• Explore the possibilities for processes and system automation.
• Establish proper SLA with internal departments in alignment with SAMA and CHI agreed KPIs.
• 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.
• Circulate the assigned analysis and related reports.
• Send a quarterly report to the Audit Committee (as per SAMA requirement).
• 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.
Job Location Jeddah , Saudi Arabia Job Role Other
