Complaints Management Mgr

Description

**Primary Objective**:
Provide support to the Head, Group Integrity & Governance and the Division/FG as a whole in overseeing and executing operational and technical functions.Provide alternate support to the other Departments/FAs (Detection & Verification, Integrity Strengthening and Governance) within the Division/FG.

**Key Responsibilities**:
Supervise, monitor and manage the receiving of information/complaints on misconducts of corruption, abuse of power and malpractice, as well as violation of code of conduct and ethics in the organisation
- Handle whistleblowers' protection and ensure confidentiality matters on whistleblowing process.
- Administer whistleblowing channels and staff declarations on gifts & hospitality.
- Maintain and upkeep master register for whistleblowing cases, sponsorship & donation, gifts & hospitality and similar.

Monitor and oversee records on entry and receipt of reports up to completion.

Analyse trends/types/categories of complaints received.
- Prepare a Complaints Statistics Reports periodically for monitoring purposes.
- Build cooperative ties with other departments in the organisation for the improvement of the complaints management system (a.k.a. the whistleblowing channels and avenues).
- Prepare ad-hoc/periodic reports and statistics, including periodic reporting to MACC.
- Conduct intelligence for reported whistleblowing cases, including referral of bona fide criminal cases to relevant enforcement agencies.
- Co-ordinate arrangements with Industrial Relations and Investigation Audit for all relevant Board/Committee/Management meetings' presentations.
- Examine and scrutinize regulators', compliance, risk, audit and other gatekeepers' reports on issues and lapses with regards to integrity, dishonesty, breach of trust, misuse of position, abuse of power, corrupt acts and others, similar in nature.
- Liaise with Industrial Relations (GHR) on disciplinary cases relating to dishonesty, embezzlement, false claims, corrupt acts, misuse of position, abuse of power and other similar incidents.
- Liaise with Investigation Audit (GIA) on whistleblowing cases investigated.
- Prepare ad-hoc/periodic reports and statistics, including annual report, corporate governance report and periodic reporting to Board Audit Committee/Board.
- Prepare statistical/ad-hock reporting for relevant enforcement bodies and regulatory authorities.
- Maintain the highest standard of adequate procedures for the Group's anti-corruption efforts (e.g. MS/ISO 9001:2000 on Anti-Bribery Management System, Ministerial Guidelines on Adequate Procedures).

Support Business Risk & Compliance Officer's functions.

Organise and maintain files of correspondence, records, etc and follow-up on relevant matters.

Assist Group Integrity & Governance on any supporting works and administrative matters.

**Requirements**:
**Requirements**:
Bachelor Degree - Governance, Law, Compliance, Risk, Criminology or equivalent professional qualification..
- Certified Integrity Officer (CeIO) by MACA is an advantage.

5 - 10 years of relevant experience in Governance, Integrity, Fraud prevention, Industrial Relations and of equivalent

Good leadership, teamwork, interpersonal, communication and relationship building skills
- Excellent verbal and written communications skills with fluency in written and spoken English and Bahasa Melayu.
- Understand and manage expectations from multiple internal and external stakeholders of varying levels of seniority.
- Has good communication and interpersonal skills coupled with the maturity to interact effectively with people at all levels in the organisation.
- Has high standards of personal integrity with regards to confidential and sensitive personal information.
- Able to prepare business document e.g Board paper, Group Management Committee paper.

Willing to travel frequently for awareness and briefing talks.

**Benefits**:
Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards