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Are you organized, driven and self-sufficient in driving solutions? Are you comfortable engaging with multiple stakeholders to deliver the best of bank's capabilities in the region? Are you motivated to help retain and enhance our client relationships?
We're looking for someone like this to join the WM APAC Operating Head function to coordinate the handling of an expected increase of complaints related to a particular product. This person will be responsible for supervising a team complaints handler and reviewing all correspondence with clients to ensure that our WM clients and ex-client receive a satisfactory response to their complaint. You will have the opportunity to use your analytical mind and deal regularly with a variety of people on a wide range of issues.
Key tasks for this role include the following:
Supervise a high performing team in the delivery of consistent, thoughtful and fair responses to client complaints, including by ensuring a full and thorough examinations of all elements of a client complaint
Assess the merits of claims raised by WM clients, including by assessing the relevant legal or regulatory risks, and make recommendations as to the appropriate remedial action
Think strategically, helping make decisions that have real impact for our clients and business
Explain findings and conclusions with confidence, orally and in writing
Give clear and concise guidance to our business to seek to avoid and manage disputes
Navigate with key stakeholders to gather facts and drive resolutions, including Litigation, Markets and Operations
Analysis client complaint patterns to drive lessons learnt and identify possible areas of enhancements initiatives
Advise other functions on aspects of client complaint resolutions
Worked in a similar position or conducted similar work (investigations, legal or regulatory analysis, audit) before, either in private practice at a law firm or at another financial institution, or perhaps at a regulatory body.
Experience working with stakeholders, including senior management, on sensitive matters
A strong client focus and commitment to delivering the highest level of client service
Legal and/or compliance knowledge and experience is advantageous, perhaps, from either academic or professional experience or a legal qualification
Wealth Management experience preferred, but not essential
A very strong written and verbal communicator, fluent in English
An expert at building relationships, both internal and external
Known for hitting deadlines and comfortable working in a fast-paced and dynamic environment
Able to utilize analytic, problem solving, and investigative skills to reach prompt and fair conclusions well-structured, diligent and effective in prioritization and escalation
Internal Number: 6497176
About Hays Malaysia
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