Assistant Manager, Complaint Handling

To oversee and strengthen the organization’s complaint handling, regulatory compliance, and administrative control functions by ensuring effective resolution, risk mitigation, and continuous improvement, thereby safeguarding the company’s reputation and operational integrity.

Responsibilities

• Establish and maintain policy, procedures, and user manual pertaining to handling of customer complaints.
• Oversee complaints handled by all Departments to ensure adequate root cause analysis and appropriate corrective actions.
• Handle high‑profile and unresolved complaints.
• Coordinate and act as the point of contact to liaise with regulatory and mediation bodies such as Bank Negara Malaysia (BNM) and Financial Markets Ombudsman Service (FMOS) regarding any complaint‑related issues, investigations or clarifications.
• Perform regular analysis of data and furnish reports to the Board or delegated Board Risk Management Committee, SMT ...