Senior Customer Resolution Lead - Disputes & Ops

Monee

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

9 days ago

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Job summary

Monee is seeking a high-impact Leader for Customer Resolution Operations in Kuala Lumpur. You will drive the day-to-day management of the team, oversee complaints and disputes, and ensure regulatory compliance across multiple products.

You will lead performance, governance, and continuous improvement initiatives with cross-functional partners. The role requires strong leadership, data-driven decision making, and a proven ability to optimise processes and customer outcomes in a regulated

Qualifications

Bachelor’s Degree in Business Administration, Customer Experience, Operations Management, Finance, or a related discipline.
Certification in customer experience, complaints management, or process improvement is an added advantage.

Responsibilities

Lead daily operations of the Customer Resolution team across all Monee products.
Ensure timely investigation and resolution of complex customer enquiries, escalations and service requests.
Monitor SLAs, queues, ageing and backlog to maintain targets.
Establish workload prioritisation and resource allocation strategies for efficiency.
Drive timely customer updates and case ownership throughout the lifecycle.
Ensure consistent application of procedures and service standards.
Oversee investigation and resolution of complaints and disputes, compliant with regulations.
Monitor trends and identify systemic issues requiring corrective actions.