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. Sanlam Gap specific queries within a 2 hour turnaround time.Manage all stakeholders with a focus on Sanlam Gap Broker consultants.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