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    AVP, Complaint Management

    Hybrid
    , Thailand
    Posted: October 19, 2024
    Position Details

    Job Responsibilities:


    Complaint Management and Compliance

    • Handle and manage complaints with understanding the fact findings and other factors behind to ensure solutions have been delivered to customers promptly, independently and effectively with compliance to the standard and regulation
    • Independently call and run meeting with business partners for problem resolution.
    • Ensure procedure and policy have been updated on timely basis or when having any change.

    Initiatives and Process Improvement:

    • Independently collaborate with business partners to share and update fact findings from customer problems/feedback and work with Business partners for long-term solution and continuous service improvement.
    • Identify common negative customer feedback from all channels and produce data analytic on root cause, pain point, corrective and preventive actions to improve customer experience from end-to-end customer journey and improve customer satisfaction level as well as compliance.
    • Initiate service improvement campaigns that reflects to complaint reduction and customer satisfaction scores

    MIS and Reporting:

    • Produce concise reports including reports to business partners, group, management, and regulators within timeline.
    • Initiate and simplify MIS and reporting to increase team productivity.

    Job requirements:

    • Have experience on complaint management or customer experience
    • Able to produce MIS report, doing report for analysis in different ways as per requirement
    • Knowledgeable in Excel and Powerpoint.
    • Willing to talk and handle customers (both Thai & English)



    Skills
    MS Excel
    Compliant

    Functions
    Accounting & Finance

    Job Overview

    Job Type:

    Hybrid


    Company

    UOB logo

    UOB

    75 active jobs

    Industry:

    Banking & Finance

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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