MANAGER, SERVICE ASSURANCE

CTOS; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading credit reporting agency in Kuala Lumpur seeks a Service Assurance Manager to lead customer inquiries and complaint management. This role focuses on ensuring timely and empathetic customer interactions, overseeing resolution processes, and implementing continuous improvements. The ideal candidate will have strong leadership skills and experience in a managerial position within customer service. This position offers the opportunity to influence operational excellence and enhance customer satisfaction while working in a dynamic environment.

Qualifications

• 3–5 years of experience in customer service, complaint management or contact centre operations.
• Strong leadership, analytical and communication skills required.
• Experience in regulated industries is an advantage.

Responsibilities

• Lead management of customer enquiries, service requests, complaints across channels.
• Oversee complaint investigation and drive service recovery initiatives.
• Develop management reports detailing complaint trends and performance analytics.

Skills

Leadership

Analytical skills

Communication skills

CRM proficiency

Customer-centric mindset

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Genesys

ServiceNow

Salesforce

Job description

We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

The Service Assurance Manager is responsible for leading the overall management of customer enquiries, service requests, complaints, and escalations across all communication channels. This role ensures timely, empathetic and complaint handling of all customer interactions, in alignment with the organization’s service standards and regulatory requirements.

The incumbent will oversee complaint investigation and resolution processes, perform root cause analyses and drive service recovery initiatives to restore customer confidence. Working collaboratively with internal departments, the Manager will identify recurring issues, implement process improvements and champion continuous enhancement of customer experience and operational excellence.

This role also provides leadership and guidance to the team, cultivating a culture of accountability, quality and customer-centric service. Insights derived from customer feedback and complaint trends will be leveraged to recommend strategic improvements to products, services and policies that strengthen brand trust and satisfaction.

KEY RESPONSIBILITIES

• Leadership & Supervision: Provide strategic direction, motivation and guidance to the complaints management team to achieve and exceed defined performance KPIs. Champion a culture of service excellence, accountability and continuous improvement while ensuring full adherence to quality, service level and productivity standards.
• Complaint & Enquiry Management: Oversee the end-to-end management of customer enquiries, service requests, complaints and escalations across all communication channels. Ensure each interaction is managed with professionalism, empathy and urgency, aligning with corporate policies, service standards and regulatory obligations.
• Service Recovery & Resolution: Lead the resolution of complex, high-impact or sensitive cases with sound judgment. Drive effective service recovery actions that restore customer confidence, protect brand integrity and reinforce a positive customer experience.
• Root Cause Analysis & Continuous Improvement: Perform in-depth root cause analysis and trend evaluation to identify systemic issues and operational inefficiencies. Translate insights into actionable improvement strategies that enhance service delivery, reduce complaint recurrence and strengthen overall customer satisfaction.
• Stakeholder Collaboration: Partner with cross-functional teams and external vendors to expedite resolution, eliminate barriers and drive alignment on customer experience objectives. Influence and collaborate effectively across departments to ensure customer-centric outcomes.
• Performance Management: Monitor key performance indicators, turnaround times and service recovery outcomes. Provide ongoing coaching, feedback and performance development to ensure the team demonstrates professionalism, ownership and responsiveness in all interactions.
• Reporting & Insights: Develop and deliver comprehensive management reports detailing complaint trends, performance analytics and service improvement outcomes. Present insights to senior leadership to support data‑driven decisions and strategic initiatives.
• Compliance & Governance: Uphold the highest standards of compliance and governance in all complaint-handling processes. Ensure meticulous documentation, adherence to audit requirements and conformance with internal and regulatory frameworks.
• Change & Transformation Leadership: Act as a key driver in change management initiatives related to service improvement, digital enablement and customer experience transformation. Support system migration, automation, and process reengineering projects to enhance operational agility.

QUALIFICATIONS

• Bachelor’s degree in Business, Communications, or related field.
• Strong leadership, analytical and communication skills.
• Proficiency in CRM or ticketing tools (e.g., Genesys, ServiceNow, Salesforce)
• Experience in regulated industries such as banking, telecommunications or insurance is an advantage.

WORK EXPERIENCE

• 3–5 years of experience in customer service, complaint management or contact centre operations with 2 years experience in a managerial role.
• Minimum 2 years of customer service experience, preferably in a dynamic servicing or support environment.
• Skilled in coaching, feedback delivery and team development to strengthen front line service quality and professionalism.
• Hands‑on experience in end-to-end complaint investigation, resolution and service recovery across multi‑channel environments.
• Demonstrated capability in conducting trend and root cause analysis to identify operational gaps and drive continuous improvement.
• Experience in implementing or supporting quality assurance frameworks, service improvement projects and process reengineering initiatives.

SKILLS & COMPERTENCIES

• Customer‑Centric Mindset: Strong commitment to delivering exceptional customer experiences through empathy, accountability and proactive problem‑solving.
• Leadership & People Management: Proven ability to lead, coach and motivate teams to achieve performance excellence, foster engagement and build a customer‑focused culture.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills with the ability to manage sensitive interactions, influence stakeholders and present insights to senior management.
• Analytical & Problem‑Solving Skills: Strong analytical thinking with the capability to interpret data, identify trends and implement effective solutions to complex service challenges.
• Operational Excellence: Ability to manage multiple priorities and ensure operational efficiency through structured planning, resource allocation and performance monitoring.
• Resilience & Adaptability: Ability to perform under pressure, manage challenging situations with composure and adapt quickly to organizational or operational changes.
• Process Improvement & Continuous Development: Evaluating end-to-end processes, identifying improvement opportunities and driving initiatives that enhance service delivery and reduce complaint recurrence.
• Stakeholder Management: Strong collaboration skills with the ability to build relationships and work effectively across departments, vendors and senior management to achieve resolution outcomes.
• Regulatory & Compliance Awareness: Knowledge of relevant industry regulations, internal control standards and compliance requirements in handling customer data and escalations.
• Strategic Thinking: Forward‑looking mindset with the ability to translate insights into long‑term service improvement strategies that align with business goals.