MGR/AVP, Customer Resolution & Advocacy

OCBC; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

OCBC Bank in Singapore seeks a diligent Complaint Management professional to investigate and resolve customer concerns across banking services. You will act as the primary contact for escalated cases, balancing customer care with regulatory requirements.

You'll collaborate with compliance, operations and customer service to address systemic issues and liaise with regulators to ensure fair outcomes. A university degree and strong communication, investigative and data-analysis skills are essential.

Qualifications

• Strong background in customer service, complaints handling, or a related field.
• Strong investigative skills with the ability to analyze complex issues and develop effective solutions.
• Possess a university degree.
• Excellent communication and interpersonal skills, with a proven ability to handle difficult conversations and maintain professionalism under pressure.
• Strong customer-centric mindset with a passion for delivering exceptional service.
• Proficiency in report writing and data analysis.
• Familiarity with relevant regulations and industry standards related to banking and financial services is a plus.

Responsibilities

• Investigate, and resolve customer complaints related to banking services, credit cards, servicing issues, and FAA compliance.
• Be the primary point of contact for escalated complaints, ensuring timely and effective resolution.
• Collaborate with internal departments, including compliance, operations, and customer service, to address systemic issues and implement corrective actions.
• Liaise with external stakeholders, including regulatory bodies, to ensure compliance and effective resolution of complaints.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.

Skills

Customer service

Investigative skills

Communication skills

Report writing

Education

University degree

Job description

Who We Are

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Who We Are

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Why Join

Join a team that sits at the heart of customer trust and reputation management. This role offers a unique opportunity to make a meaningful impact by ensuring customers feel heard, supported, and valued when raising feedback or concerns. You will work closely with senior stakeholders and represent the bank in engagements involving key external bodies such as MAS, FIDReC, MPs, and industry associations, giving you broad exposure to complex and high-profile cases that shape customer outcomes and business practices.

How You Succeed

Success in this role requires a strong sense of ownership, sound judgment, and meticulous attention to detail. You will thrive by conducting thorough end-to-end investigations, balancing customer advocacy with regulatory and business considerations, and ensuring compliance with the Financial Advisers Act (FAA) and regulatory expectations. The ability to communicate confidently with senior stakeholders, manage sensitive cases professionally, and deliver fair, well-reasoned outcomes will be key to building credibility and driving positive customer and business outcomes.

What You Do

Complaint Management

• Investigate, and resolve customer complaints related to banking services, credit cards, servicing issues, and Financial Advisor Act compliance.
• Be the primary point of contact for escalated complaints, ensuring timely and effective resolution.

Customer Engagement

• Engage with customers through various channels (phone, face-to-face, email) to gather information, understand concerns, and provide solutions.
• Maintain a professional and empathetic demeanour while handling difficult situations.

Collaboration

• Work closely with internal departments, including compliance, operations, and customer service, to address systemic issues and implement corrective actions.
• Liaise with external stakeholders, including regulatory bodies, to ensure compliance and effective resolution of complaints.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.

Who You Work With

Group Legal and Compliance Division

Group Legal and Compliance takes care of integrity and ensures compliance with all rules and regulations, developing the policies and procedures that manage and mitigate risk. In an evolving world where we’re actively driving digital transformation, it’s no easy task. But we thrive on the challenge because we’re future-ready and focused on driving change.

Who You Are

• Strong background and experience in customer service, complaints handling, or a related field, preferably within the banking or financial services industry.
• Strong investigative skills with the ability to analyze complex issues and develop effective solutions.
• Possess a university degree.
• Excellent communication and interpersonal skills, with a proven ability to handle difficult conversations and maintain professionalism under pressure.
• Strong customer-centric mindset with a passion for delivering exceptional service.
• Proficiency in report writing and data analysis.
• Familiarity with relevant regulations and industry standards related to banking and financial services is a plus.

What We Offer

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.