About the Role
Position Summary
Key responsibilities
Client & Service Focused
Drives high touch of service across all service delivery channels (Phone, chat, email, web, and so on). Has complete understanding of all clients contractual agreements and translate these into standard operating procedures and specific workflows. Quality
Works closely with the Partnership Development team to ensure all offers and benefits are operationalized Manages all escalations and complaints with the appropriate priority and diligence. Ensures call and case quality compliance. People Management
Ensures that resource requirements are well understood for the purpose of financial planning and recruitment. Supports the recruitment process as directed by the Head of Service Delivery. Managers, coaches and motivates direct reports, ...