Head, Customer Advocacy

If you are looking to excel and make a difference, take a closer look at us… Functional (Job Responsibilities) ​ • Design and oversee the overarching strategy for handling and managing complaints, resolutions, and the prevention of recurring issues across the bank. • Ensure customer satisfaction is achieved through robust policies and procedures aimed at providing prompt and quality end-to-end resolution. • Oversee high-level investigations, ensuring the team liaises effectively with respective stakeholders and complainants to conclusively resolve issues with no recurrence. • Drive continuous improvement by identifying areas where processes can be simplified, engaging with Businesses, Product Owners, and Stakeholders to improve products and customer experiences. • Ensure all Key Performance Indexes (KPIs)—including service levels, timelines, turnaround time, customer satisfaction, and stakeholder service level agreements—are met at the departmental level. • Maintain the bank's regulatory standing by ensuring 95% or more of complaints are managed and resolved internally, preventing escalation to Bank Negara, Ombudsmen of Financial Services, or other authority bodies. • Oversee process improvement projects and special tasks alongside daily complaint management operations. Skills & Experience We Are Looking For: • Possess a Masters or Bachelors degree in Business Admin, Sociology, Hospitality, Communication, or a degree related to the service industry. • Relevant experience in Complaint Management, Service Recovery Management, and Customer Servicing . • Reasonable knowledge of banking products . • Proven track record in a senior leadership or departmental head capacity. • Reasonable to advanced knowledge of banking products and customer service skills. • Demonstrated ability to speak clearly and concisely, conveying and interpreting complex or technical information effectively. For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/ We appreciate your application and will be in touch with shortlisted candidates regarding next steps About Hong Leong Bank We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation. Realise your full potential at Hong Leong Bank by applying now.