Manager, Service Recovery & Complaint Resolution

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Hong Leong Bank Berhad
  • 17 Aug 17

Manager, Service Recovery & Complaint Resolution


  • Manage and handle complaints received from all channels as well as managing a team of service recovery staff within the Bank ensuring all complaints are handled within the benchmark timeline and according to relevant Guidelines and through proper root cause analysis and execution of preventive measures to eliminate recurrence of problem incidence.

Job responsibilities:-
  • Manage complaints and customer satisfaction through policies and procedures with the aim of providing prompt and quality end to end resolution.
  • Monitoring and managing Service Recovery Unit' s (SRU) performance and adherence of Complaints standard turnaround time, tracking and reporting all written complaints received for Management awareness with SRU meetings to be held on a monthly basis on areas of improvement.
  • Attend to complaints received from all channels within the Bank (direct from customers, Bank Negara Malaysia (BNM), Financial Mediation Bureau (FMB), Press and Regulators) ensuring all complaints are handled within the benchmark timeline and according to relevant Guidelines.
  • Identify root causes, complaint trends and driving quality improvement opportunities with bank's Product/Business owners during SRU meetings held monthly whilst identifying the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
  • Identifying areas where processes can be simplified and reduced by reviewing (when deem necessary) with the respective Product Owners and providing suggestions to improve the departments' products and services and to overcome its weaknesses.
  • Communicate regularly feedback to Product/Business owners to units to ensure delivery of quality service at all times to ensure high customer retention as well as providing ideas and suggestions to improve the departments' products and services and to overcome its weaknesses.
  • Identify drivers of customers' dissatisfaction through analysis and scoping of root causes and developing & implementing appropriate quality process solutions to address customer issues.
  • Identify project opportunities with high customer and business impact and provide such feedback to Business Process Improvement Unit to improve process utilizing process improvement and quality tools and methodologies.
  • Responsible for period reports for management on complaint statistics and oversee Unit's reports and statistics on monthly basis.
  • Review complaint guidelines and policy for enhancement as well as to develop customer service procedures, policies and standards for organization or department.

Team/group responsibilities:-
  • To act as a service champion to drive customer centricity to meet business goals.
  • To provide superior leadership support to staff to excel and to be recognized as experts in all aspects of customer service.
  • To create a conducive and quality work life environment for all staff under care.
  • To groom and develop staff through reward and recognition programs to realize their potential.

Organizational responsibilities:-
  • Consistently place bank's interest and franchise at all times.
  • Have in-depth knowledge on HLB's service values and culture
  • Play an active role in all HLB's community events in support of HLB's corporate social responsibilities.
  • Strive to excel and provide superior results for our franchise and shareholders.

Jobholder Requirements:-
  • Excellent command of English is a MUST (both spoken and written)
  • Possess relevant degree in related field
  • Strong service and problem resolution skills
  • In depth knowledge of quality tools and methodologies
  • Excellent verbal and written communication skills, ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand as well as the ability to understand and interpret complex information from others.
  • Strong working knowledge on various Banking products, sales, services, delivery channels and customer segments.
  • Strong leadership qualities, excellent interpersonal skills
  • Sound analytical skills.
  • Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities.
  • 5- 7 years of experience in complaint resolution and service recovery management.
  • Requires operational experience in collaboration with other staffs or professionals within the Bank who manages complaint handling.
  • Strong service and problem resolution skills
  • Have negotiation and listening skills
  • Behavioral skills - adaptable to accept change and feedback.
  • Strong written and verbal communication skills
  • Ability to lead and supervise direct reports and work under tight deadlines.