Key Responsibilities:Ü Resolution of Queries:Ø Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement’sØ Ensure adherence to documented processes, procedures and controlsØ Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolvedØ Ensure follow up with customers / Agents to ensure complete satisfactionØ Publish MIS and DashboardsÜ Data Analysis:Ø Help in Root cause analysis of Queries / Complaints receivedØ Strictly follow the Escalation Matrix
