Lead, Case Management

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The responsibilities of the role include ensuring that all tickets are closed within agreed Service Level Agreements (SLAs) and that relevant information is effectively communicated to the customer. The person in this role also facilitates the movement of tickets with different dependencies, resolving any delays caused by people, processes, or systems. They are responsible for managing all approval processes, particularly for refunds based on the level of authority (LOA). Additionally, they actively address any barriers that the team encounters, hindering the fulfillment of their goals. They handle, resolve, and report any edge cases to the support group, conducting a deep dive into the root cause and analyzing ...