Requirements
Job Purpose
- Drive strategic resolution of post-construction customer disputes by leading cross-functional collaboration, ensuring customer satisfaction and safeguarding brand reputation through proactive, structured and data-driven approaches
Job Responsibilities
Business
- Evaluate and validate technical and contractual aspects of dispute claims, ensuring alignment with the Sales & Purchase Agreement (SPA) and internal quality standards
- Provide technical and process advisory to cross-functional stakeholders to prevent recurrence of disputes in future developments
- Instigate and supervise joint inspections with customers, internal teams (TCS, PMT), and external parties (contractors, consultants) to identify root causes and assess proposed rectification methods
- Drive implementation of continuous improvement initiatives within Property Development by identifying systemic issues and initiating corrective action plans
Departmental Initiatives / Programs
- Lead or co-lead strategic quality and service improvement initiatives in collaboration with other departments, including integration of dispute learnings into upstream development phases
- Contribute to enterprise-wide transformation programs (e.g. Shift25) by representing CCC in working groups related to customer service, product quality and post-construction excellence
- Participate in pilots or task forces related to improving quality in new products and/or efficiencies in resolving defects post constructions.
People and Communication Management
- Support and communicate with internal stakeholders in technical understanding of defect categories, customer interaction handling, and dispute resolution protocols
- Design and deliver internal training modules or knowledge-sharing sessions to improve team readiness in handling high-stakes or complex disputes
- Proactively engage with internal departments (e.g. Sales, CX, BU) and external consultants/contractors to build shared accountability and improve alignment on customer touchpoints post-handover
- Attend relevant external seminars or certification programs for professional development and benchmarking against industry standards
Impact / Accountability
Impact
- Strengthens Sime Darby Property's brand reputation and customer trust through effective dispute management and professional stakeholder engagement
- Mitigates legal and reputational risks by resolving disputes proactively and professionally, avoiding escalation to legal proceedings or tribunals
- Drives operational improvement by converting dispute insights into structured feedback loops for future product and service enhancements
Accountability
- Manage all aspects of customer dispute resolution during DLP, ensuring alignment with company policies, legal obligations, and service excellence benchmarks
- Ensure accurate documentation, timely reporting, and escalation of unresolved or sensitive cases to Senior Management for decision-making
- Maintain high standards of governance, compliance, and ethical conduct throughout the dispute resolution process
Education/Professional Qualification
- Degree in Construction Management / Civil & Structural / Architectural / Quality Management
- Professional Experience
- Minimum 10 years experience exposure in the following roles:
- Site supervisory roles
- Defect management
- Customer dispute management & resolution
