Key Accountability

1. Team management and development

• Responsible for the efficient and professional daily operations of the Complaint handling team, ensuring both staff performance and effective operational systems.
• Coordinate well with other departments to optimize cooperation.
• Ensure efficient administrative procedures in the team, including accurate and timely reporting.
• Develop short-term and long-term plans for the Complaint handling team to meet company goals.
• Ensure risk management.
• Set and manage annual plans and budgets for team activities.
• Review, evaluate, and improve service standards to meet or exceed customer expectations / effective support for sales.
• Plan and propose for resource allocation, staff training, and continuous improvement of operational  procedures Enhance staff performance through performance monitoring, issue resolution, system recommendations, and quality assurance measures.
• Promoting a culture of high performing/ accountability/ service mindset.
• Develop and maintain team cohesion

2. Complaint handling management

• Complaint intake & classification: Receive, capture, and classify all customer complaints accurately on system.
• End-to-end case ownership: Monitor and ensure each case is handled fully, timely, and in compliance with procedures.
• Investigation & coordination: Work closely with relevant departments (CS, Legal, Claim, AC…) to verify information and identify root causes.
• Resolution & decision making: Propose fair, compliant solutions (accept /partial / reject / goodwill) and obtain required approvals.
• Customer communication: Act as the main contact point, provide clear explanations and updates throughout the handling process.
• Quality & compliance control: Ensure all cases follow company standards, regulatory requirements, and service principles.
• Reporting & analysis: Track, report complaint trends, and perform root cause analysis to drive improvements

3. Other assignment Perform other tasks assigned relating to Complaint handling /customer service by head of department and C.Level from time to time