Associate Manager Complaint Handling

Job purpose: This role has to ensure all concerns, complaints can be received and handled promptly, fully, fairly, professionally and according to the Company's service standards.
Major accountabilities:
- Manage the daily operation of Complaint Handling team;
- Handle complex customer complaints or enquiries;
- Work across departments / functions for solution to ensure the complaint solved;
- Proposing, developing and implementing improvements to current process(es) to enhance service quality and client experience in complaint handling;
- Propose and develop measurement tools, initiatives, or technology to enhance the operational effectiveness of Complaint Handling team;
- Track and measure productivity and compare to benchmarks, propose solutions to increase productivity
- Ensure the service levels and quality standards are being met consistently across all teams;
- Anticipate and mitigate risks which might be occurred within the assigned business;
- Propose & develop the annual operation budget of Complaint Handling team;
- Provide the training courses to team members to ensure the skills and knowledge effectively developed