Senior Executive, Quality Service - #1166729

Job Description:

This position reports to Head, Quality Service.

We are looking for an energetic, and self-driven individual who could think out of the box and make a difference in the company by implementing and seeing through improvements to processes, products, platform and people. You will be part of the Quality Service Team that is committed to improving customer experience and improving quality within the company.

You will be handling and providing strong support to the process of achieving fair resolution for escalated complaints with the achievement of business process improvement and customer satisfaction. The team works closely with various departments and stakeholders to gather relevant information, analyse complaints, and provide appropriate solutions or remedies to customer.

You will be raising our service standards and competency within the company through developing training and establishing standards as well as launching company-wide service initiatives like EXSA and Servicing workshops.

In addition, you will also be exposed to brainstorm and improve our Wealth funnel for P3 Mobile App. The executive will see himself/herself becoming more confident in handling challenging situations and improved interpersonal skill set, negotiation skill as well as better judgement in assessing and handling future challenges he/she may have.

Specific Responsibilities:

Executive to be involved in:

1. Conduct thorough and comprehensive complaint investigations, ensuring adherence to regulatory guidelines and internal policies.

2. Collaborate with cross-functional teams, including front office, products, legal, compliance, and subject matter experts, to gather necessary information and insights.

3. Provide guidance and support to team members in resolving complex complaints and ensuring timely resolution.

4. Prepare accurate and detailed reports on complaint investigations, including findings, recommendations, and actions taken.

5. Foster a culture of continuous improvement, promoting a customer-centric approach within the company.

6. Maintain a high level of professionalism and confidentiality in handling sensitive customer complaints.

7. Perform ad-hoc tasks (e.g. tasks, projects, service initiatives).

Technical Skills and Competencies required:

• Diploma/ Degree holder

• Excellent interpersonal and communication skills. Both written and verbal, able to communicate complex information to stakeholders of all levels.

• Proficiency in English and Mandarin to liaise with Chinese-speaking stakeholders.

• Knowledge in securities and investment products or holders of relevant accreditations (e.g. CMFAS, etc) will be advantageous.

• Customer Experience/ Complaint handling experience(s) from Financial Institutions will be advantageous.

• Knowledge and proficiency in AI adoption, and/or RPA are preferred.