Service & Performance Oversight Executive

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • HSBC Bank (M) Berhad
  • 22 Jun 18 2018-06-22

Service & Performance Oversight Executive

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Amanah Takaful (INMY) leverages the HSBC Group's international experience and expertise in Islamic finance to offer a wide range of innovative and accessible Family Solidarity and General Takaful products to both consumers and corporate customers throughout Malaysia.

We are now inviting qualified individuals to join our Amanah Takaful team in the role of Service & Performance Oversight Executive.

Reporting to the Manager, Service & Performance Oversight, this role will require the jobholder to assist the Line Manager in leading the customer service team within INMY and our partners to ensure that the service provided is aligned to the business vision and strategy. He/She is responsible to develop, implement and improve the Enquiry/Complaint SLA, ensuring proper resolution and responses are in place before closure and work cross-functionally to provide feedback for improvement and operational efficiency and assist in any ad-hoc tasks assigned from time to time.

Principal Responsibilities

  • Ensure maximization & efficient utilization of resources within ICOE operations
  • Work towards achieving team's financial budget whilst contributing to cost savings
  • Improve complaint index & complaint resolution SLA
  • Work cross functionally to develop plans and resolve issues
  • Share best practices
  • To reduce the number of enquiries/complaints against total number of policies in force
  • Improve controls, complete audit plans and minimize operational loss/compliance breaches
  • Establishing complaints/enquiries policies, procedures & other service standards to ensure compliance with statutory, Group's guidelines and Shariah principles.
  • Assist the INMY CSEM Secretariat with customer exit management.

  • Bachelor Degree in any field
  • Minimum of two to five years' relevant work experience
  • Strong verbal and written communication skills - must be able to communicate effectively both internally within INMY and regionally with Group executives
  • Good customer service skills
  • Good interpersonal skills - ability to interact well with all levels of staff in HSBC Group.
  • Strong skills in Microsoft Office tools (Excel, Words and PowerPoint).