Manager, Customer Advocacy (Complaint Management)

Manager, Customer Advocacy (Complaint Management) If you are looking to excel and make a difference, take a closer look at us...

As a Customer Advocacy manager, your key responsibility is to manage complaints received from all channels within the bank and the position requires you to ensure the complaints are attended to, handled and resolved in accordance with the Standard Operating Procedures, Internal Policies & Procedures and Internal & External Guidelines.

Candidates with Complaint Management, Service Recovery Management and Customer Servicing experience from different industries are invited to apply for this role.

Key responsibilities

• Handle and manage complaints within the stipulated turnaround time.
• Conduct proper investigation, root cause analysis, recommend preventive measures to find resolution and eliminate recurrence of the same complaints.
• Ensure customer satisfaction is achieved by providing a prompt end-to-end resolution.
• Adherence of the Complaints standard operating procedure (SOP), internal and external policies, procedures and guidelines at all times.
• Identify areas where processes can be simplified and provide suggestions to improve the product and services.

Jobholder Requirements:
Education/Qualifications

• Malaysian citizen
• Bachelor's degree in Business Admin, Sociology, Hospitality, Communication or any degree related to the service industry.

Experience

• Relevant experience in Complaint Management, Service
• Recovery Management and Customer Servicing.
• Knowledge in banking products and customer service skills.

Special Skills

• The ability to understand and convey complex technical information.
• The ability to speak multiple Malaysian languages is an added advantage.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now Job ID JR0000012196