Manager / AVP – QA, Training, Ops CX & Complaint Management Unit Head ( Takaful Berhad)

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Full time

About the Job

To lead and manage the Quality Assurance (QA), Training, Operations Customer Experience (Ops CX), and Complaint Management functions. This role is responsible for developing and driving frameworks that strengthen service consistency, enhance staff capability, and improve customer satisfaction and compliance outcomes in alignment with company standards and regulatory requirements.

Key responsibilities:

  • Develop, implement and manage a Quality Assurance framework to ensure service delivery is accurate, compliant, and consistent across all customer channels (call, email, walk-in, transactions).
  • Design and drive training strategies and development programmes to build staff competency, product knowledge, and compliance awareness across all service teams.
  • Lead the Complaint Management process, ensuring timely, fair, and compliant resolution of cases in line with BNM's Guidelines on Complaint Handling and internal policy.
  • Manage and analyse customer experience (NPS/CX) results, identify service pain points, and drive improvement initiatives to enhance customer satisfaction and loyalty.
  • Monitor and report on service performance metrics, QA findings, training progress, and CX insights to management with recommendations for improvement.
  • Work closely with Operations, Risk, Compliance, and HR to align service standards, training outcomes, and staff competency frameworks.
  • Provide guidance and mentorship to team members to support QA monitoring, training delivery, and overall service improvement efforts.
  • Promote a consistent service culture that upholds fair customer outcomes, compliance discipline, and continuous improvement.
  • Drive initiatives that strengthen governance, service consistency and staff accountability across the customer care functions.
  • Support any ad-hoc tasks assigned by management.

We are looking for people who

  • At least 8–12 years of experience in customer service operations, QA management, training, or customer experience roles, preferably in insurance or takaful organisations.
  • Proven experience in developing QA frameworks, leading training programmes, and managing complaint resolution processes.
  • Strong understanding of regulatory, Shariah, and company servicing standards and requirements.
  • Demonstrated ability to analyse CX data and NPS results to formulate actionable service improvement plans.
  • Excellent leadership, communication, and stakeholder engagement skills, with the ability to influence across departments.
  • Strategic mindset with hands-on execution ability to uplift service performance and compliance maturity.

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