Manager, Customer Advocacy

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.