Welcome!! Register or Login

    Job details

Offer: Senior Executive, Complaints Management:

Job description:


    Focus person to manage complaints
    Coordinate complaint handling between Sales & Operations
    Management complaints with utmost urgency and priority to ensure actions taken will handle non-conforming services and prevent re-occurrence of similar complaints moving forward
    To maintain high customer satisfaction in regards to handling of complaints JOB RESPONSIBILITIES :
    Initiate investigation of complaints together with process owner
    Work with the process owner to determine root cause, correction and preventive actions to ensure non-conforming services are addressed and re-occurrence resolved
    Upon implementation of actions, audit to confirm implementation of actions. Ensure evidence is measurable and complete to assess result of execution in resolving issue. Address implementation issues if any.
    Review implementation and effectiveness of actions using solid evidence, quantitative measurements and statistical tools over agreed timeline with process owner.
    Compile and report complaint statistics to Complaint & Fraud Response Committee (CFRC) on periodic basis. Flag and highlight to CFRC regarding escalating complaint trends and increasing / repeated complaints from customers
    Focus and monitor repeated complaints. Address repeated complaints with process owners by reviewing existing controls and determine additional actions to prevent re occurrence
    Audit to confirm actions taken to resolve complaints are formalised. Review training records to confirm significant personnel
    Work with process owners to handle complaints. If unable to resolve at manager level, escalate issues to CFRC with urgency to seek assistance and support
    Develop and guide team to achieve purpose
    Any other tasks assigned by Superior KEY REQUIREMENTS :
    Candidate must possess at least a Bachelor's Degree, Professional Degree.
    At least  3 year(s) of working practice in  complaint management preferably in Insurance / Takaful Industry
    Possessed expertise practice in Complaint Handling, Investigations and Audit
    Good management skills in Planning, Organizing, Coordinating and Controlling
    Intermediate or advance expertise and practice in Computer Software i.e : Microsoft Office.
    capability to work in a fast paced environment
    Full-Time position(s) available.

WORK LOCATION View larger map / directions View larger map


Tower B, PJ City Development, No 15A, Jalan 219, Seksyen 51A, 46100 Petaling Jaya, Selangor


Average Processing Time

More Than 2 Weeks

Registration No.





Company Size

51 - 200 Employees

Working Hours

Regular hours, Mondays - Fridays

Dress Code

Formal (e.g. Shirts + Ties)


Medical, Loans

Spoken Language



Takaful PA i-Care


Hong Leong MSIG Takaful Berhad (HLM Takaful) also formerly of Hong Leong Tokio Marine Takaful Berhad is a strategic collaboration between Hong Leong Financial Group Malaysia, a reputable integrated financial services group and Mitsui Sumitomo Insurance Co Ltd (MSI), one of the world’s largest insurance company.
The collaboration offers HLM Takaful an opportunity to leverage on the insurance skills, scale, customer base, distribution channels and branch network of the Hong Leong Group, while tapping into Mitsui Sumitomo Insurance Co Ltd (MSI) vast and global technical and product development skills for the creation of innovative and competitive takaful offerings. HLM Takaful is a key component of Hong Leong Islamic Financial Services Group, an integrated platform offering Islamic banking, Islamic Investment Banking and Islamic Wealth Management and Takaful.
With strong Shariah compliance and operating processes as our core tenets, HLM Takaful will strive to meet the high standards and expectations set by its stakeholders and contribute towards the development of Malaysia as a global takaful centre.


Career opportunity
Hong Leong MSIG Takaful Berhad’s vision, mission and values are well defined and “people” is one key component to its success. To be a leading Takaful Operator providing takaful solutions and services driven by Shariah principles, we are staffed by competent, professional people with a passion for takaful.
Being a composite takaful operator, both in family and general takaful, we offer diverse career opportunities for fresh graduates, mid-career professionals and senior management staff.



Job Category: Creative Arts/Media [ View All Creative Arts/Media Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Selangor Selangor
Address: Selangor
Company Type Employer
Post Date: 09/12/2019 / Viewed 6 times
Contact Information

Apply Online

Job Category:
Job Location:   
Enter Keywords (e.g. Consultant, IT):