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
