Assistant Manager, Dispute Management

Sime Darby Property; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading company in property development seeks an experienced professional to manage customer dispute resolution and improve service quality. The role encompasses evaluating claims, leading quality initiatives, and enhancing stakeholder engagement. Candidates should possess relevant degrees and over 10 years of supervisory experience in construction-related fields.

Qualifications

• Minimum 10 years’ experience in site supervisory roles.
• Technical advisory and dispute resolution expertise.
• Strong background in quality management.

Responsibilities

• Evaluate and validate technical and contractual aspects of dispute claims.
• Lead strategic quality and service improvement initiatives.
• Instigate and supervise joint inspections with customers and internal teams.

Skills

Dispute Management

Stakeholder Engagement

Continuous Improvement

Education

Degree in Construction Management / Civil & Structural / Architectural / Quality Management

Job description

• 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 constructions.

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, BU) 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 / Quality Management
• Professional Experience
• Minimum 10 years’ experience exposure in the following roles:
• Site supervisory roles