Consumer Complaint • To coordinate in the receipt, process and disposal of complaints in accordance with institution's policies and procedures • To monitor and supervise the performance of the Customer Complaint Management Framework • To ensure compliance with Prakas on Resolution of Consumer Complaints and all required reporting requirements to the National Bank of Cambodia • To ensure timely submission of regular reporting related to complaints to Senior Management and the Board of Directors • Act as a touch point for NBC and other Statutory/Regulatory bodies on customer’s complaints/ appeals / requests etc. • Attend to "priority" complaints, assess the issue and collaborate with relevant subject matter experts eg. Communications Department, Compliance Department and Legal Department to jointly provide advice on the matter. • To evaluate, monitor and track the turnaround time (TAT) against Service Level Agreement (SLA) on acknowledgement, addressed and resolution of complaints for respective SPs on daily basis. • Conduct independent audit on the status of logged complaint cases in Complaint Management Register and pursue with the relevant parties who have failed to adhere to the complaint management process, service level standards and service quality expected. • To ensure that the complaints handling is carried out in order to maintain or increase customer satisfaction by ensuring the process operates efficiently and effectively. Quality Assurance • Conducts process-walk-through and internal quality assurance evaluations on bank processes, people, facilities, and systems. • Records and reports results to management. Identifies trends / emerging issues and recommends solutions, where possible. • Support branches to deliver satisfactory services and maintain high quality of services. • Conducting customer satisfaction / expectation and mystery shopper surveys. Reporting the findings and critical points to Branches. • Preparing service quality services set of standards for the bank for key tasks through following and researching on the generally accepted international banking quality standards and amending / updating the existing documentation of the bank regarding these. • Conduct regular checks (i.e. branches and ATMs visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, courtesy/mannerism/grooming, ATM etc.). • Analyzing the existing work flows of basic products and services and escalading the findings to Head, Operations. • Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to Head, Operations and Human Resource and Training Department. • To report to Head, Operations and coordinate/disseminate the relevant operations • Any other task as required by management.

. Degree holder with at least 5 years related banking operations experience or at least 7 years related banking experience/banking environment . Professional Accreditation: N/A . Preferred level of Experience (by years/function/industry) . Bank operations strategy planning & resource organizing . Complex analytical & problem solving skill . Full spectrum of banking operations skill . Banking system & IT knowledge. . Must have analytical, problem solving & negotiable skill. . Presentation skill.