Manager, Customer Advocacy

Requirements

• Relevant experience in Complaint Management, Service Recovery Management, and Customer Servicing .
• Reasonable knowledge of banking products .
• Excellent written and verbal communication skills . Ability to convey complex or technical information clearly .
• Strong negotiation skills and the ability to resolve issues effectively .
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Additional Information

If you are looking to excel and make a difference, take a closer look at us... Functional (Job Responsibilities) Oversee the end-to-end resolution of complaints and implement strategies to prevent recurrence . Liaise with stakeholders and complainants to gather necessary information for conclusive, permanent resolutions . Achieve high customer satisfaction by providing prompt, quality service through established policies . Adhere strictly to the Complaints SOP and all internal/external policies and guidelines at all times . Meet all individual and departmental Key Performance Indexes (KPIs), including service levels, timelines, and SLAs . Identify opportunities for process simplification and engage with product owners/stakeholders to enhance customer experience . Ensure 95% or more of complaints are resolved internally without escalation to Bank Negara, Ombudsman for Financial Services, or other authorities . Maintain the ability to multitask and manage special tasks or process improvement projects alongside daily duties . Jobholder Requirements Education/Qualification Possess a degree in Business Administration, Sociology, Hospitality, Communication, or any degree related to the service industry .

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