Requirements
Job PurposeDrive 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 ResponsibilitiesBusiness Evaluate and va...
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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:
