AVP-Back Office and Complaints Resolutions

Role Purpose

The Complaint Resolution Manager is accountable for developing and leading the enterprise complaint resolution strategy across all customer channels, ensuring operational excellence in complaint handling, service recovery, and customer advocacy. The role oversees the governance of complaint management by driving cross-functional collaboration, root cause elimination, predictive complaint analytics, and continuous process improvement to minimize customer pain points and enhance overall service quality.

As the Voice of Customer (VoC) champion, the position transforms complaint data into strategic business insights, enabling proactive decision-making, operational optimization, and digital automation. The role ensures compliance with regulatory requirements, protects corporate reputation, and supports customer retention through data-driven service recovery initiatives while fostering a culture of continuous improvement across the organization.

Minimum Requirement

Qualification

Bachelor (S1) Degree any major

Experience

• Minimum 2 years’ experience in customer service/sales/quality assurance/complaint management function, preferably in telecommunication/banking/insurance industries.
• Has experience in management, leadership and wide knowledge in Billing/Sales/Marketing/CS/Business Process/Credit or QA Analyst of telecommunication/banking/insurance/fast moving consumer goods (FMCG).
• Has experience in managing projects relating to various functions and tight time targets.
  
  

Skills

• English fluency and computer literacy is a must.
• Excellent communication and presentation skills and capabilities.
• Target oriented to achieve Key Performance Indicator, problem solving approach and decision-making capabilities.
• Excellent in people management and human resource development.
• Able to work both individually and in teamwork
• Creativity and openness for innovation.
• Understanding business process of service delivery stream.
• Having good knowledge and ability of contact center and customer complaint management
• Strong in leadership to manage a team
• Understanding of quality monitoring and performance management
• Statistics and analytical skills
• Interpersonal and negotiation skills to establish effective relationships with related parties
• Good understanding of customer service, customer experience and billing system
  
  

Behavioral Competencies (from Indosat Framework)

• Learning Agility
• Making a Difference
• Translating Strategy into Action
• Decisiveness
• Customer & Market Focus
• Effective Collaboration
• Delegation
  
  

People Development

Job Description

Scope (Area Responsibility):

• Operations
• Develop operation strategy of complaint resolution that will be implemented to achieve Key Performance Indicator (KPI) and fulfill customer demand.
• Manage and establish good quality of service delivery thru continuously complain resolution operation monitoring and ensure service delivery in effective day to day operation supervisory to achieve operational excellence service and customer satisfaction.
• Proactively analyze, seek, identify and monitor performance to benchmark with high standard service operations to provide effective initiatives, to ensure excellence quality of service and continuous improvement.
• Doing efficient gap analysis and risk assessment of customers /stake holders’ benefit by focusing on consistent quality services, provide compelling report according to customers’ requirements to consistently improve customers’ experience and maintain customer satisfaction.
• Ensuring all customer requests will be followed up in accordance with service level agreement, comply company’s business process, and give best customer experience.
• Ensuring good implementation of work force management to ensure call center performance can be managed effectively.
• Ensuring all complaint resolution system and facilities available to utilize properly, use effectively and discrepancy can be minimized.
• Ensuring service improvement program implement continuously to improve service delivery to customers and customer experience.
• Ensure implementation of people development program (recruitment and training), quality monitoring and motivation program conducted regularly refer to business process to improve employee performance and build better engagement with agent.
• Conveying updated information & solution within team members to ensure well operational activities.
• Providing feedback to related units regarding voice of customers.
• Develops, implements, and maintains systems, procedures, and policies to enhance call center operation process.
• Coordination with related parties (internal and external) regarding compliant resolution operation to operation process run properly to achieve the target and good customer experience.
  
  

Coordination with other related units to ensure the operation run properly & effectively, speed up customer handling process, improve customer experience and cross sale & up sale program implementation.

• Performance Management.
• Maintain the organizational structure of the department to meet the set of objectives and goals.
• Evaluate the performance, conduct improvement program and propose additional requirements for activity enhancement to deliver better performance.
• Ensure all the activities can be traceable periodically to improve performance.
• Prepare report related to operation activities and including analysis.
• Conducting performance management process regularly (ex. set up KPI, performance monitoring, performance evaluation, coaching and counseling).
• Monitor, evaluate, assure of partner performance and gain commitment for improvement.
• Prepare budget need (ex. headcount, training, travelling and serving improvement budget) to support operation activities and improvement program.
  
  

Provide Customer Service Satisfaction Management which includes handling solicited and unsolicited feedback, focusing on customers, analyzing services, related service infrastructure & effectiveness, providing solutions to customers and quality reporting analysis.