Manager, Dispute Management

20 hours ago

Petaling Jaya, Selangor, Malaysia Sime Darby Property Full time

Job Purpose

  • Management of customer dispute during the Defect Liability Period (DLP) in relation to product and service quality.
  • Ensure best/top quality service output to sustain the 'Brand Image' of Sime Darby Property that complies with the Sales & Purchase Agreement (SPA).
  • Coordination and advisory services in the implementation bespoke strategies to resolve customer disputes.
  • Execution of process reviews and continuous improvement initiatives.

Job Responsibilities

Business

  • Responsible in the implementation of the Quality Management framework and customer dispute resolution processes.
  • Timely and accurate escalation of 'red flag' issues to Head, Command & Contact Centre (CCC) for further escalation.
  • Implementation of continuous improvement initiatives within Property Development.
  • Provide engagement with stakeholders to improve overall quality performance and advisory services on a case-to-case basis.

Departmental Initiatives / Programs

  • Provide support and assistance in any departmental initiatives / programs conducted by other units. Participation in Top Management sanctioned initiatives e.g. Shift25.
  • Participation in ad-hoc initiatives or actions subject to case-to-case basis.

People and Communication Management

  • Attending training for self-development
  • Execute internal training (relevant subject matter) for CCC personnel

Education/Professional Qualification

  • Degree in Business Administration / Communications / Psychology/ Arts with minimum of 5 years' experience in leading a team in the Customer Service industry.

Professional Experience

  • Lean Six Sigma Practitioner
  • ISO Internal Auditor
  • Certified Train the Trainer (Customer Service)

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