Consulted on the standard setting by Line 2, including providing division/department-specific inputs for frameworks, policies, procedures and risk appetite; Line 1.5 should not be expected to take a cross-divisional view, its mandate should only be within its own division/department
Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalate.
Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.
Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly....