ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans.
• Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations.
• Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups.
• Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry.
• Conduct orientation to newly-promoted team members
• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
• Ensure process compliance in the implementation of the L&A CARE Team’s...