Executive Office Consultant

The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

Manage service and channels: Direct, Indirect and outbound. Health Escalations within a 2 hour turnaround time.

Manage all stakeholders with a focus on Health Escalations.

Manage operational queries with immediate action and expectations

Manage escalations and complaints

- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:

-- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints

-- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and

-- Correcting, where reasonable to do so, such root causes

- Conduct monthly Trend analysis

- Ensure that proper feedback and trends...