Senior Customer Assurance & Complaints Operations Lead

Monee; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

Monee in Singapore is seeking an experienced Complaints Handling professional to independently review and resolve customer disputes in line with regulatory standards. You will investigate, draft formal responses, and collaborate with cross-functional teams to implement improvements that enhance the customer experience.

The role requires strong analytical abilities, excellent communication, and robust stakeholder management to ensure timely and fair outcomes while upholding risk and compliance

Qualifications

• Bachelor’s degree or equivalent required.
• At least 5 years’ experience with dispute handling in banking/financial services preferred.
• Excellent verbal and written communication skills.
• Ability to multi-task, prioritise and manage time effectively.
• Strong analytical and problem-solving ability as well as stakeholder management skills.
• Good working knowledge of MS Office (Excel, Word).

Responsabilités

• Independently conduct end-to-end reviews of customer complaints, ensuring assessments are fair, objective, and regulatory-aligned.
• Identify root causes of issues through investigation.
• Draft and deliver clear, professional, timely formal responses to customers regarding case outcomes.
• Partner with different teams regarding investigation and handling of complaints and share insights from feedback.
• Recommend policy or process changes based on complaint trends and feedback.
• Drive initiatives to enhance overall customer experience.
• Support Operations for governance, ensuring processes and standards align with risk and compliance.
• Oversee the Bank’s complaints handling, responsible for investigation, review and handling of complaints.
• Conduct process and trend analysis to understand customer sentiment and drive improvements in customer experience.

Connaissances

Dispute handling

Stakeholder management

Analytical skills

Communication skills

Time management

Regulatory awareness

Formation

Bachelor’s Degree

Outils

MS Office

Description du poste

Monee in Singapore is seeking an experienced Complaints Handling professional to independently review and resolve customer disputes in line with regulatory standards. You will investigate, draft formal responses, and collaborate with cross-functional teams to implement improvements that enhance the customer experience.

The role requires strong analytical abilities, excellent communication, and robust stakeholder management to ensure timely and fair outcomes while upholding risk and compliance