Manager - Regulatory Care

Manage and resolve members’ complaints received from CHI and SAMA, conduct robust and consistent investigations (end-to-end), identify recurring issues, reduce customer complaints, improve products/services and processes, follow relevant regulations and industry standards/KPIs

Lead complaints management process end-to-end with regulators.

• Build and maintain a strong and professional relationship with CCHI and SAMA.
• Conduct the required assessment and investigations.
• Manage the end-to-end process and close the case within the agreed timelines.
• Conduct QA/QC to ensure high quality responses.
• Ensure all policies and procedures related to regulatory complaints are followed.
• Review the complaints escalated by Compliance or Legal

Service excellence

• Manage quality agenda and work with TQM.
• Support efficiency workflows for the department with the needed/required tools, solution and technology to reduce manual workload and improve
• Provide oversight and ensure a seamless change management process to ensure minimal operational disruption with new communications, implementation and changes received from SAMA and CCHI
• Collaborate with cross functional and external stakeholders to resolve service failures and prevent recurrences
• Initiate and manage customer service projects/ KAIZEN related to regulators complaints unit to drive transformation and continuous service improvements
• Lead FI’s across Service Operations to improve regulators complaints SLA
• Identify areas where processes and system can be improved to increase efficiency and explore the possibilities for automation

Service delivery

• Establish proper SLA with internal departments in alignment with SAMA and CCHI agreed KPIs.
• Track internal department efficiencies and drive improvement initiatives including technology solutions or process improvement
• Provide oversight to ensure the complaints management and recovery process works effectively within the Service Operations framework.

Analysis and reporting

• Circulate the assigned analysis and related reports
• Send a quarterly report to the Audit Committee (as per SAMA requirement)
• Conduct Ad hoc analysis when needed.
• Identify trends or areas of improvement.

• Communication skills.
• Planning and execution skills.
• Strong service focused mindset in combination with commercial skills.
• Presentation and interpersonal skills.
• Able to do multitask and work well under pressure and deadlines.
• Problem-solving and follow up skills.
• Ability to effectively prioritize and execute tasks.
• Time management skills.
• Microsoft Office skills.

MBBS (Bachelor of Medicine & Surgery)