Manager, Customer Advocacy
Hong Leong Bank Berhad
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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 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.
Experience
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.
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.
Summary
Oversee complaint resolution, improve customer experience, ensure compliance, meet KPIs.
Job title
Manager, Customer Advocacy
Experience level
relevant experience in complaint management and customer service
Industry
finance
Location requirements
Based in Hong Leong Tower, Malaysia, remote work not specified.
Salary
Not specified
Management role
No
Required skills
Preferred skills
Specializations
Structured locations inferred from the posting.
Unknown location