Cluster Head

Responsibility:

- Implementation and maintenance of model validation processes

- Conduct validation and ongoing monitoring activities for new and existing models. Provide assessment by writing a comprehensive validation report based on his/her judgment of the validation results.

- Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.

- Ensure that the coverage and intensity on each account is as per the decided Service Level

- Promote a customer-focused culture in the organisation and consider new ways of working to improve customer experience

- Ensure systems are in place to capture customer service insights to improve services

- Initiate and develop partnerships with customers to define and evaluate service performance outcomes