Key Responsibilities:
Country SOLVE Champion - responsible for meeting the project timeline and ensuring the country meets all the global/regional and regulatory requirements.
Complaints Adherence - driving the country adherence to the complaint standard
Complaint Analysis - performing deep dive analysis to identify opportunity for improvement and engaging with CX regional for reports submission and the complaints data review.
Compliance - involved in the control related functions such as MCA, RCM, ARA and audit fronting.
Citiphone Complaints Team – Country go to person for complaint related item in Citiphone space
Qualifications and Competencies
A minimum of 5 years working experience in the Financial Institution industry
Good communication and interactive skills. Able to be decisive in high-pressured environments.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Strong interpersonal skills, able to deal with people at all levels.
Self-motivated, strong team player with high degree of integrity, drive and enthusiasm.
Excellent spoken and written communication skills in English.
Ability to interact and lead across all levels of the organization and build strong partnerships.
Ability to adapt to change in a fast-paced environment
Strong skill in excel and powerpoint
Citibank Berhad - Job Description
Effective management of the Complaints Management framework and quality assurance programs to support a risk mitigation framework
Ownership of the rollout of the new Complaints Management Standard which aligned the systems and processes to the Global Complaints Management Standard
Leadership of complaints quality assurance oversight that ensures robust feedback processes are in place
Prepare periodic report related to complaints data/trend for in country, regional and regulator submission
Driving adherence to the Complaints Management Standard for the country by via regular communication, review and engagement with the relevant stakeholders
Perform bank wide deep dive analysis to understand the complaint trend and identify any opportunities for process improvements/ enhancements
Co-own training plan and provide training/refresher to stakeholders to ensure the complaints Management Standard are duly implemented
Perform periodic review on the Complaints Standards (including adherence to Bank Negara Complaint Handling Guidelines) to ensure the quality of deliverables and any new relevant requirement is complied to
Point of reference/contact for Complaints Management process for internal stakeholders (including regional) and BNM
Support any other tasks assigned from time to time
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