Job Responsibilities:

  • Manage the implementation of service quality standards through various mechanisms (i.e., CSAT, QA evaluation, etc.)
  • Own the end-to-end complaint management process as well as the ticket management system which includes resolution monitoring and tracking
  • Supervise the preparation and timely submission of Complaints Reports to Senior Management and other stakeholders in accordance with regulatory requirements
  • Perform periodic customer-journey mapping and deep-dive data analysis on customer complaints and/or feedback
  • Provide recommendations to further improve the customer experience


  • Bachelor’s Degree holder
  • At least 3 years of relevant experience preferably in financial institutions/ banking industry
  • Minimum of 2 years of experience handling supervisory/leadership role
  • Well-versed on regulatory requirements in complaint management
  • Excellent critical thinking and problem-solving skills
  • Strong organizational and communication skills
  • Adaptable, willing to learn and thrive in a fast-paced environment

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