Head, Customer Feedback & Resolution Management

Responsibilities

• Collaborate with the Head, Group Customer Experience Management, Group Operations to develop, deploy, review and enhance all customer experience related initiatives, program of continuous improvements and improvisation of service deliverables in striving to deliver high value add and meaningful feedback based in conformity with the organization’s Group Service Strategy.
• Leading and managing the Customer Feedback & Resolution Department (CFRM); responsible for performance in resolving straightforward and complex complaints about the organization.
• Overseeing Case Manager’s investigations which produce robust, clear reporting and quality decisions.
• Providing an authoritative lead for Team Managers, Team Leaders, Case Managers, Solutioning Analyst on operational and technical matters.
• Work closely with policy colleagues to identify issues that require a formal ‘line’ to be developed. Working closely with Line of Business (LOB) to keep them abreast of pressing issues and working with the enforcement team to make sure cases for enforcement maintain momentum.
• Continued improvement and evaluation on daily task in ensuring an efficient service delivered to all complainants and stakeholders. It also enables CFRM to optimize the use of technology to manage complaints and increase productivity.
• Responsible for recruiting and developing candidate in managing customer feedback in CFRM.
• dentify Training Programs and collaborate with Group Human Capital to deliver training for CFRM team on the complaint management process and to instil creative problem solving skill on handling difficult customer.
• To undertake the duties of a HOD and other duties as and when required in ensuring a high level of customer service is maintained.
• Regionalization - Design and replicate a centralized home market complaint management process

Qualification

• Level of Education: Degree or equivalent
• Years of Experience: ≥ 5- 7 years’ experience of significant work experience related to Banking Operations, Credits or experience in a customer services role or equivalent combination of experience and education.
• Discipline/Related Field: Banking/Business/Management

Competencies

• People Management and proven leadership background experience will be essential.
• Ability to positively communicate and demonstrate the organization’s Core Values by developing trust and respect among peers, working as a team and partnering with individuals at all levels
• Actively champion and communicate customer needs, requirements and service impact issues within the organization
• Develop departmental plans and priorities to address business and operational challenges
• Excellent communication skills including presentations, reporting writing for senior executive internal and external audiences, negotiation and influencing skills.
• Strong analytical skills, plus structured problem solving ability.
• Excellent interpersonal skills with strong coaching, mentoring & performance management experience
• Highly flexible with a strong commitment to a deadline-oriented environment.