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Assistant Manager, Dispute Management

Assistant Manager, Dispute Management

Sime Darby Property BerhadPetaling Jaya, Selangor, MY
23 days ago
Job type
  • Quick Apply
Job description

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
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    Assistant Management • Petaling Jaya, Selangor, MY