Elite Team Manager, Customer Care

Overall Summary:
The Manager – Elite Team plays a strategic role in safeguarding customer trust, brand reputation, and regulatory compliance by overseeing the end-to-end complaint management process. This includes timely resolution of escalated complaints, root cause analysis, process improvements, and regulatory reporting. The role is also a key liaison with Bank Negara Malaysia (BNM), PIDM, and other regulatory bodies to ensure compliance with standards such as the Guidelines on Complaints Handling and Fair Treatment of Financial Consumers (FTFC).
The ideal candidate demonstrates strong analytical thinking, customer advocacy, cross-functional coordination, and regulatory knowledge.

Roles & Responsibilities:

A. Complaint Management & Operations

• Oversee day-to-day operations of the complaints unit including case logging, classification, escalation, investigation, and resolution tracking.
• Ensure all complaints are addressed within agreed TATs (Turnaround Times) in accordance with internal SOPs and regulatory requirements.
• Act as the final escalation point for complex or sensitive complaints and deliver high-quality, customer-centric resolutions.

B. Regulatory Liaison & Compliance

• Serve as the principal liaison with Bank Negara Malaysia (BNM) and other relevant regulators for complaint handling matters.
• Lead the preparation and submission of periodic Regulatory Complaints Reports including BNM's eCCRIS or CMS portal updates.
• Ensure full adherence to regulatory frameworks including:
• BNM’s Guidelines on Complaints Handling
• FTFC requirements
• PIDM’s disclosure obligations (if applicable)
• Participate in regulatory audits, inspections, and respond to official queries/feedback.

C. Reporting & Governance

• Provide regular updates and dashboards to senior management on complaint trends, root cause analytics, and potential business risks.
• Present findings at relevant risk committees, CX councils, or governance forums.
• Maintain and update internal policies/SOPs for complaint handling based on evolving regulations.

D. Root Cause Analysis & Continuous Improvement

• Lead systemic RCA (Root Cause Analysis) to identify process or product failures.
• Collaborate with Product, Risk, Ops, Legal, and CX teams to recommend and implement corrective and preventive actions.
• Monitor post-remediation performance to ensure permanent resolution of recurring issues.

E. People Management & Leadership

• Lead, train, and develop a team of complaint specialists or analysts.
• Foster a customer-first mindset and continuous improvement culture within the unit.
• Ensure workload balancing and resource planning to meet service levels.

Qualification

Minimum Bachelor's Degree or Relevant professional technical qualifications.

Years of Experience

Minimum 5–8 years’ experience in customer complaint handling, customer experience, or compliance –
preferably in financial services or regulated industry

Specific Skills/Knowledge or Certification Required

• Prior experience dealing with regulators such as BNM, PIDM, or FMB is required.
• Experience in facing audits or regulatory assessments is an added advantage.
• Familiarity with customer complaint management systems and CRM tools