The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvementKEY OUTCOMES (not limited to) Level 4 and 5 process elementsManage service and channels: Direct, Indirect and outbound. Health Escalations within a 2 hour turnaround time.Manage all stakeholders with a focus on Health Escalations.Manage operational queries with immediate action and expectationsManage escalations and complaints- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by: Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints Considering whether such root causes may also affect the processes or products, including those not directly complained of; and Correcting, where reasonable to do so, such root causes- Conduct monthly Trend analysis- Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments- Reporting and maintenance of all relevant registers- Manage Oncology Cuddle call program- High touch claims report management- Focus on the Customer journey and any improvements thereof 
