Manager, Customer Relation  

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Job Summary
We are seeking for an individual to join and lead the Customer Relations Team to support operation for escalation complaints received from Regulatory Bodies, Media, NGOs and internal escalation. The role also includes identifying and driving process improvements across departments.

Job Responsibilities
• Managing Customer Relation resources efficiently in line with business needs and customers demand
• Meeting mandated service levels by leading a team of executives in the provision of high-level technical support to customers, internal stakeholders and regulators
• Managing customer expectations and escalating critical situations to Senior Management
• Define, implement, and manage incident analysis, identifying and creating incident records, and undertaking diagnosis of the cause of incidents putting forward recommendations for improvement
• Defining, maintaining and ensuring Customer Relation policies and procedures are updated and aligned with UM and Regulators Policies and SOPs
• Measuring productivity and developing plans to streamline and enhance productivity
• Attend and represents company in industry meetings with MCMC/CFM/K-KOMM on customers related initiatives and Tribunal Court hearing
• Identify and drive process improvements through collaboration with internal and external teams

Job Requirements
• Candidate must possess at least a Diploma/Degree or commensurate industry experience
• Minimum 8 years’ experience in Customer Service management with at least 4 years at managerial capacity
• Outstanding knowledge in principles of Customer Service management and its best practices and the ability to problem solve and experience in managing customer journeys, complaints
• Excellent written and verbal communication skills are essential
• Good Team player and self-starter with excellent negotiation, communication, interpersonal and presentation skills
• Strong organizational skills, work ethics and team management, including the ability to manage multiple activities and priorities effectively
• Methodical with sense of urgency and able to work independently
• Proficient in Microsoft Windows applications – Word, Excel & Power-point
• High energy, comfortable performing multi-faceted projects in conjunction with day-today activities