Senior Customer Assurance Operations Specialist

Monee; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

MariBank is seeking an experienced Customer Assurance Operations Senior Officer - Operations to lead end-to-end reviews of customer complaints, ensuring fairness and regulatory alignment. This individual contributor role sits in Operations and focuses on improving complaint handling processes.

You will identify root causes, draft clear responses, coordinate with cross-functional teams, and support governance to ensure risk and compliance requirements are met.

Qualifications

• Bachelor’s degree or equivalent is required.
• At least 5 years of dispute handling experience in banking/financial services is 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).

Responsibilities

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

Skills

Dispute handling

Stakeholder management

Analytical thinking

Time management

Education

Bachelor’s Degree or equivalent

Tools

MS Office

Job description

MariBank is seeking an experienced Customer Assurance Operations Senior Officer - Operations to lead end-to-end reviews of customer complaints, ensuring fairness and regulatory alignment. This individual contributor role sits in Operations and focuses on improving complaint handling processes.

You will identify root causes, draft clear responses, coordinate with cross-functional teams, and support governance to ensure risk and compliance requirements are met.