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Complaints Management Specialist

2 months ago

Singapore WISE ASIA-PACIFIC PTE. LTD. Full time
Complaints Team Lead

We're seeking a seasoned professional to lead our Complaints Team in Singapore, driving exceptional customer service and complaint resolution. As a Complaints Team Lead, you'll be responsible for executing a robust complaints management strategy, aligning with regulatory standards and supporting our commitment to transparency and customer satisfaction.

Key Responsibilities:
  • Lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure efficient complaint handling and adherence to established procedures.
  • Analyse complaints data to identify trends and root causes, driving continuous improvement initiatives to enhance customer experience and minimize complaints.
  • Collaborate with cross-functional teams to develop products and processes that minimize complaints and optimize customer outcomes.
  • Serve as a key point of contact for regulatory inquiries and audits related to complaints management, demonstrating Wise's commitment to compliance and operational excellence.
  • Identify and mitigate potential risks associated with complaints management, ensuring adherence to regulatory requirements and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity.
Requirements:
  • Proven experience in complaints management, customer advocacy, or a related field.
  • Strong leadership and team management skills, with the ability to guide and develop a team of Complaints Officers.
  • Excellent analytical and problem-solving skills, with the ability to identify trends and root causes of complaints.
  • Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
  • Knowledge of regulatory requirements and industry best practices in complaints management.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and inclusive work environment.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer service and driving business growth, we'd love to hear from you.