Regulatory Care
1 month ago
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 mínimal 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.
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