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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 authoriti...