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Assistant Manager, Dispute Management

Sime Darby Property

Petaling Jaya

On-site

MYR 80,000 - 120,000

Full time

20 days ago

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Job summary

A leading property development company in Malaysia is seeking a professional to manage customer disputes effectively. The role involves resolving construction-related issues, providing technical advice, leading improvement initiatives, and enhancing customer satisfaction while safeguarding brand reputation. Candidates should possess a degree in a relevant field and a decade of experience in dispute management.

Qualifications

  • Minimum 10 years' experience in defect management and customer dispute resolution.
  • Strong background in construction management or related fields.

Responsibilities

  • Drive dispute resolution by evaluating technical and contractual claims.
  • Lead joint inspections to address customer concerns regarding defects.
  • Participate in quality improvement initiatives across departments.

Skills

Dispute management
Cross-functional collaboration
Technical advisory
Customer satisfaction
Process improvement

Education

Degree in Construction Management
Degree in Civil & Structural Engineering
Degree in Architecture
Degree in Quality Management

Job description

Requirements

Job Purpose

  • Drive strategic resolution of post-construction customer disputes by leading cross-functional collaboration, ensuring customer satisfaction and safeguarding brand reputation through proactive, structured, and data-driven approaches.
Job Responsibilities

Business

  • Evaluate and validate technical and contractual aspects of dispute claims, ensuring alignment with the Sales & Purchase Agreement (SPA) and internal quality standards.
  • Provide technical and process advisory to cross-functional stakeholders to prevent recurrence of disputes in future developments.
  • Instigate and supervise joint inspections with customers, internal teams (TCS, PMT), and external parties (contractors, consultants) to identify root causes and assess proposed rectification methods.
  • Drive implementation of continuous improvement initiatives within Property Development by identifying systemic issues and initiating corrective action plans.
Departmental Initiatives / Programs
  • Lead or co-lead strategic quality and service improvement initiatives in collaboration with other departments, including integration of dispute learnings into upstream development phases.
  • Contribute to enterprise-wide transformation programs (e.g., Shift25) by representing CCC in working groups related to customer service, product quality, and post-construction excellence.
  • Participate in pilots or task forces related to improving quality in new products and/or efficiencies in resolving defects post-construction.
People and Communication Management
  • Support and communicate with internal stakeholders in technical understanding of defect categories, customer interaction handling, and dispute resolution protocols.
  • Design and deliver internal training modules or knowledge-sharing sessions to improve team readiness in handling high-stakes or complex disputes.
  • Proactively engage with internal departments (e.g., Sales, CX, BUs) and external consultants/contractors to build shared accountability and improve alignment on customer touchpoints post-handover.
  • Attend relevant external seminars or certification programs for professional development and benchmarking against industry standards.
Impact / Accountability

Impact

  • Strengthens Sime Darby Property's brand reputation and customer trust through effective dispute management and professional stakeholder engagement.
  • Mitigates legal and reputational risks by resolving disputes proactively and professionally, avoiding escalation to legal proceedings or tribunals.
  • Drives operational improvement by converting dispute insights into structured feedback loops for future product and service enhancements.

Accountability

  • Manage all aspects of customer dispute resolution during DLP, ensuring alignment with company policies, legal obligations, and service excellence benchmarks.
  • Ensure accurate documentation, timely reporting, and escalation of unresolved or sensitive cases to Senior Management for decision-making.
  • Maintain high standards of governance, compliance, and ethical conduct throughout the dispute resolution process.
Education/Professional Qualification
  • Degree in Construction Management, Civil & Structural, Architectural, or Quality Management.
  • Minimum 10 years' experience in roles such as site supervisory, defect management, and customer dispute management & resolution.
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