Associate Director, Client Experience
7 days ago
JOB SUMMARY
We are seeking a dynamic and adaptable professional to join our Client Experience team, responsible for driving service and process improvement from client and regulatory feedback and managing timely and accurate response to clients, regulators and FIDReC. Duties also include supporting in complaint case management to ensure timely and accurate response to clients. This role plays a critical part in maintaining client trust, meeting regulatory requirements and enhancing our overall complaint management framework.
RESPONSIBILITIES
Continuous Improvement and Insights (Primary)
Work with complaint handlers on complaints (with focus on Potential Inappropriate Sales (PIS) and FIDReC complaints) to identify trends, gaps and opportunities for improvement.
Collaborate with relevant stakeholders to strengthen processes and reduce recurrence.
Track improvement initiatives to ensure closure and sustained improvements.
Provide insights and lessons learned to management, translating complaints into opportunities to improve client experience to reduce recurrence.
Regulatory & External Stakeholder liaison (Primary)
Work closely with FIDReC case managers to facilitate effective resolution of ongoing cases and participate in mediation and adjudication processes as needed.
Maintain ongoing communication and collaborate with internal and FIDReC stakeholders to facilitate smooth resolution processes and address any arising issues effectively.
Prepare and submit FIDReC reports in line with regulatory standards.
Review merits of the case basing on investigation findings, table the findings, and conduct reviews with stakeholders to agree on a decision of each case.
Ensure that all case handling and resolution processes are aligned with the
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