Head, Customer Advocacy

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Hong Leong Bank Berhad in Kuala Lumpur is seeking a candidate to oversee customer complaint resolutions. The ideal applicant will hold a degree in Business Administration or a related field and have relevant experience in Complaint Management. Strong communication and negotiation skills are essential. The bank values diversity and aims to provide opportunities for career growth within a dynamic financial services environment. Apply now to realize your potential at Hong Leong Bank.

Qualifications

• Relevant experience in Complaint Management, Service Recovery Management, and Customer Servicing.
• Knowledge of banking products.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee the end-to-end resolution of complaints.
• Liaise with stakeholders to gather information.
• Achieve customer satisfaction by providing quality service.
• Identify opportunities for process simplification.

Skills

Complaint Management

Service Recovery Management

Customer Servicing

Negotiation Skills

Excellent Communication

Education

Degree in Business Administration or related field

Job description

If you are looking to excel and make a difference, take a closer look at us…

Functional (Job Responsibilities)

• 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.
• Maintain the ability to multitask and manage special tasks or process improvement projects alongside daily duties.

Jobholder Requirements

Education/Qualification

• Possess a degree in Business Administration, Sociology, Hospitality, Communication, or any degree related to the service industry.

Experience

• Relevant experience in Complaint Management, Service Recovery Management, and Customer Servicing.
• Reasonable knowledge of banking products.
• Excellent written and verbal communication skills. Ability to convey complex or technical information clearly.
• Strong negotiation skills and the ability to resolve issues effectively.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life‑long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.