Assistant Manager, Service Recovery

Location KUALA LUMPUR, Malaysia
Experience level Experienced Hire
Job details sector Marketing including Branding & Offer Development
Apply before Date not available
  • Establish proper complaints governance and communication to all stakeholders on expectation on complaints handling process.
  • Accountable for all complaints handling with an agreed TAT, taking a seamless approach when dealing with relevant stakeholders and deriving customer-centric solutions.
  • Day to day management of formal, social, other media related complaints and unresolved cases that are escalated from Contact Centre or other stakeholders.  Close loop by calling back customers for service recovery, liaise with Regulators, management of instant customer feedback.
  • Accountable for all complaints related reporting and monthly complaints call listening for both local and regional stakeholders. Follow through to ensure completion of all cases are thorough and ends with a satisfactory resolution.
  • Develop, communicate and implement a complaints dashboard to facilitate proper upward escalation on complaints TAT to minimizing the occurrence of slow TAT.
  • Understand and Analyze complaints root causes and identify improvement projects on quick wins and bigger impact fixes to avoid similar complaints repetition.
  • Ensure all complaints are reported in timely manner and prepare reports as per the following;
  • Monthly reports: BNM, Regional and Local office; Compliance, Risk and Acturial.
  • Quarterly: Regional (RMACC) and Local offfice (LMACC).
  • Bi-annual: BNM.
  • Support survey implementation and participate in generating insights that will be utilized to drive improvement projects.

Job Requirements:

  Degree in Business and/or any discipline


AMII /ACII / DMII or equivalent insurance qualifications (not compulsory)


· 5 years of experience with proven track record in complaints handling or customer service management


·     Strong understanding on complaint handling management

·     Strong stakeholder management

·     Strong project management skills

·     Strong communication and presentation skills


·     Able to work independently

·     Able to work and lead a project team

·     Analytical and structured


·       The role requires a broad knowledge of the service life cycle, including enrollment, new business, policy owner service, commissions and claims; an understanding of service metrics and customer feedback techniques; and strong customer service, communication and analytical skills

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.  


In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

AXA Affin General Insurance Berhad is a joint venture between AXA Group and Affin Holdings Berhad. We are one of the fastest growing general insurance companies in Malaysia, and the No.1 leader in Medical and Health insurance (source: ISM). We provide comprehensive and tailored protection solutions to individuals and businesses in the areas of Motor, Home, Accidental, Travel and Commercial insurance. 
We pride ourselves in conducting business responsibly, and building long-term relationship of trust when serving almost a million Malaysian customers, with over 800 employees in 22 offices, as well as over 4,000 agents nationwide, as well as our brokers and key bank partners.

We are the best organization that demonstrate drive, commitment and tenacity to champion diversity and inclusion with workplace practices that enable our current & future employees to achieve work-life integration. 
So, what are you waiting for? Come and JOIN us!