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Jobs in Malaysia   »   Jobs in Menara Affin, Jalan Raja Chulan   »   Finance / Banking / Insurance jobs   »   Assistant Manager, Complaint Management

Assistant Manager, Complaint Management

Menara Affin, Jalan Raja Chulan


  • To manage and monitor compliance to complaint management process/procedures.
  • To review processes within Customer Care & Quality to ensure adequacy of controls established to comply with internal and external regulations on periodically basis.
  • To analyze complaints data for trends in complaints and performance evaluation reporting.
  • To provide feedback to Manager, Service Quality for identification of processes or services that require review and improvement.
  • To assist relief duties in the handling and management of complaint, appeal and request received from various channels.
  • To conduct periodical training for all staff bank wide on complaint management and compliance issue related to complaint management.
  • To conduct periodical training to Business Owners apart from supporting the overall management of complaints.

Requirements :

  • Degree in Information Technology, Business Process Management or Total Quality Management (TQM). 
  • At least 5 years working experience in customer service or banking operations.
  • Must be familiar with regulatory compliance framework in the Financial Services Industry with good understanding of Financial Services Act/Islamic Financial Services Act 2013, Foreign Account Tax Compliance Act, Personal Data Protection.
  • Must have good knowledge of BNM Complaint Management Guidelines and Financial Ombudsman Scheme.
  • Possess good analytical and problem solving skills.
  • A customer focused with excellent communications and interpersonal skills with ability to deal with people of all levels.
  • Working knowledge of Kaizen and Six Sigma would be an added advantage.
  • Must have experience in dealing with Regulators. 
  • Able to work under pressure and handle multiple tasks in a fast paced business environment.
  • A proactive individual with good initiative and drive, resourceful and creative.
  • Proficient in Ms Office Application.
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Company Overview

Affin Bank Berhad (AFFINBANK) is a wholly-owned subsidiary of AFFIN Holdings Berhad which is listed on the Bursa Malaysia. It was incorporated initially as Perwira Habib Bank on 23 October 1975, and subsequently renamed as Perwira Affin Bank Berhad (PAB) in 1994 when AFFIN has 100% shareholding of PAB. The Bank merged its business operations with BSN Commercial (M) Berhad and changed to its present name in the year 2000. In June 2005, AFFINBANK merged with the former Affin-ACF Finance Berhad. As at 31 May 2015, it has a network of 106 branches nationwide in Malaysia. AFFINBANK provides a suite of financial products and services that is catered to both retail and corporate customers. The target business segments are categorized by the portfolio of customers under key business units such as Business Banking, Consumer Banking and Treasury. Business Banking offers services in corporate banking, contract financing and trade finance to corporations, institutional clients and SMEs. Consumer Banking provides credit cards, personal loans, mortgages, savings/current and deposit taking services as well as hire purchase loans to individuals. Our tagline of “Banking Without Barriers” signifies the removal of boundaries within the processes of the Bank as well as in its attitude in servicing its customers. The latter means reaching out to the customers, improving relationships with them, making each one of them feel privileged and enhancing services to them. Simply put, AFFINBANK is embracing a new approach to banking and changing the face of conventional banking. AFFINBANK's Islamic banking subsidiary Affin Islamic Bank Berhad (AFFIN ISLAMIC) commenced operations on 1st April 2006. As a full-fledged Islamic bank, AFFIN ISLAMIC has 9 branches on its own and offers a complete range of Islamic Banking products and services encompassing the areas of Business and Consumer Banking in compliance with Shariah principles and laws.

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Company Summary
Affin Bank
1001+ employees
Banking / Financial Services
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