• Senior Executive, Complaints Management Jobs in Malaysia - 1014967

    Hong Leong MSIG Takaful Berhad
  • 3 - 5 Years
  • Malaysia - Selangor
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  • Posted above 1 month
  • Job Views: 12
  • Job Applicants: Less than 10

Job Description

JOB SCOPE
Focus person to manage complaintsCoordinate complaint handling between Sales & OperationsManagement complaints with utmost urgency and priority to ensure actions taken will handle non-conforming services and prevent re-occurrence of similar complaints moving forwardTo maintain high customer satisfaction in regards to handling of complaints
JOB RESPONSIBILITIES
Initiate investigation of complaints together with process ownerWork with the process owner to determine root cause, correction and preventive actions to ensure non-conforming services are addressed and re-occurrence resolvedUpon implementation of actions, audit to confirm implementation of actions Ensure evidence is measurable and complete to assess result of execution in resolving issue Address implementation issues if anyReview implementation and effectiveness of actions using solid evidence, quantitative measurements and statistical tools over agreed timeline with process ownerCompile and report complaint statistics to Complaint & Fraud Response Committee (CFRC) on periodic basis Flag and highlight to CFRC regarding escalating complaint trends and increasing / repeated complaints from customersFocus and monitor repeated complaints Address repeated complaints with process owners by reviewing existing controls and determine additional actions to prevent re occurrenceAudit to confirm actions taken to resolve complaints are formalised Review training records to confirm relevant personnelWork with process owners to handle complaints If unable to resolve at manager level, escalate issues to CFRC with urgency to seek assistance and supportDevelop and guide team to achieve purposeAny other tasks assigned by Superior
KEY REQUIREMENTS
Candidate must possess at least a Bachelor's Degree, Professional DegreeAt least3 year(s) of working experience incomplaint managementpreferably in Insurance / Takaful IndustryPossessed knowledge experience in Complaint Handling, Investigations and AuditGood management skills in Planning, Organizing, Coordinating and ControllingIntermediate or advance knowledge and experience in Computer Software ie Microsoft OfficeAbility to work in a fast paced environmentFull-Time position(s) available

Profile Summary

Type:Company Job

Role:Senior Executive

Industry:Insurance

Salary:MYR 3,000 - 4,500

Deadline:10th Mar 2020

Company Profile

Hong Leong MSIG Takaful Berhad (HLM Takaful) also formerly of Hong Leong Tokio Marine Takaful Berhad is a strategic collaboration between Hong Leong Financial Group Malaysia, a reputable integrated financial services group and Mitsui Sumitomo Insurance Co Ltd (MSI), one of the world’s largest insurance company.
The collaboration offers HLM Takaful an opportunity to leverage on the insurance expertise, scale, customer base, distribution channels and branch network of the Hong Leong Group, while tapping into Mitsui Sumitomo Insurance Co Ltd (MSI) vast and global technical and product development expertise for the creation of innovative and competitive takaful offerings. HLM Takaful is a key component of Hong Leong Islamic Financial Services Group, an integrated platform offering Islamic banking, Islamic Investment Banking and Islamic Wealth Management and Takaful.
With strong Shariah compliance and operating processes as our core tenets, HLM Takaful will strive to meet the high standards and expectations set by its stakeholders and contribute towards the development of Malaysia as a global takaful centre.

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