Assistant Manager, Customer Relations

About the role

This position is ideal for a proactive professional who enjoys solving problems, improving customer outcomes, and making a visible impact in a dynamic eMPF environment. The Assistant Manager, Customer Relations will manage end‑to‑end complaint cases related to eMPF services, ensuring fair and timely resolutions.

Key responsibilities

• Handle and resolve eMPF customer complaints received via phone, email, written correspondence and other channels.
• Communicate complaint updates clearly, accurately, professionally and empathetically.
• Investigate complaints, gather facts from systems and stakeholders, and identify root causes.
• Assess operational, compliance, regulatory and reputational risks and escalate high‑risk matters.
• Liaise with internal departments, trustees, service providers, vendors and external parties to facilitate investigations.
• Support interactions with MPFA and other relevant authorities on complaint cases.
• Recommend sustainable resolutions balancing customer fairness, regulatory expectations and operational feasibility.
• Monitor and achieve complaint handling KPIs such as turnaround time and case accuracy.
• Identify recurring issues, analyse trends and work with stakeholders to implement process improvements.
• Prepare regular management reports, case summaries and briefing materials.
• Contribute to policy, guideline and procedure enhancements for complaint handling.

Required profile

• University degree in Business Administration or a related discipline.
• 3–5 years of experience in complaint handling or customer relations, preferably in pensions, insurance or banking.
• Proven ability to manage complex or escalated complaints with sound judgement.
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a fast‑paced environment.

Required skills