Job Summary
We are seeking for a highly motivated individual to join and lead the Customer Relations team to support operation and work closely with Internal team, Regulatory Bodies, Media and NGO. The role also includes identifying and driving process improvements across departments.

Job Responsibilities
• Prepare regulatory & internal reporting (MCMC, KKOM, CFM) and ensure all reports are prepared in a timely manner. Measuring productivity and developing plans to streamline and enhance productivity
• Ensuring the company meets mandated service levels by leading a team in the provision of high-level technical support to customers, internal stakeholders and regulators. Managing Customer Relation resources efficiently in line with business needs and customers demand. Managing customer expectations and escalating critical situations to Senior Management
• Develop, Maintain, Implement Customer Relation policies and procedures which aligned with UM and Regulators Policies and SOPs. Work closely with Internal team (Operations, Legal, Regulatory) to continuously seek ways to streamlines processes, enhance controls.
• Define, implement, and manage incident analysis, identifying and creating incident records, and undertaking diagnosis of the cause of incidents putting forward recommendations for improvement
• Attend and represents company in industry meetings with MCMC/CFM/K-KOMM on customers related initiatives and Tribunal Court hearing
• Lead and Drive projects to improve processes 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 Also highly committed and able to work independently
• Strong organizational skills, work ethics and team management, including the ability to manage multiple activities and priorities effectively
• Strong in communication and negotiation skills with the ability to work in a fast-paced and collaborative environment are essential
• Meticulous, analytical, a high degree of agility and proficient in Microsoft Windows applications – Excel, Power-point, Word
• High energy, comfortable performing multi-faceted projects in conjunction with day-today activities

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