Manager, Complaint Investigation

Job duties:-

• Investigate, manage, and resolve complaint cases receive from service centre and contact centre
• Detailed fact findings through different system, for instance, IVRS/call & visit recording/case management/imaging/MPF administration system
• Prepare complaint report with finding and understanding of complaint root cause and evidence, review on prepared reports from the team
• Suggest solutions, remedial and preventive measures
• Manage the communication or directly communicate with complainants on complaint status updates, resolutions, and proposal to close complaint cases

Job requirements:-

• University degree holder
• 5 years or above experience in MPF and Pension experience
• With at least 2 years of experience in MPF complaint investigation
• Familiar with MPFA Regulatory and SFC Regulatory
• Excellent English writing skills and reporting
• Self-initiative, independent with good interpersonal and communication skills
• Good analytical and problem-solving skill
• Excellent revision skill to challenge and amend prepared reports from the team