Assistant Manager, Dispute Management

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