The Financial Industry Disputes Resolution Centre or FIDReC is an independent and impartial Alternative Dispute Resolution institution. It is the premier centre specialising in the resolution of financial disputes between consumers and financial institutions. We are adding to our supervisory team and invite suitable candidates to apply for the position of Head of FIDReC Contact Centre (FCC). Being the face of the organisation, the FCC is the first point of contact with the public. The FCC’s main role is to assist the public with their queries and to provide support to enable consumers to file their disputes at FIDReC.
Job Responsibilities
  • Lead and manage the FIDReC Contact Centre (FCC) team at FIDReC. This includes guiding, advising, and coaching the FCC team.
  • Set goals for performance and deadlines for the team so that they comply with FIDReC's targets and plans.
  • Organise and assign work to the FCC team and ensure that all team members are adequately supported and that they understand their duties and tasks.
  • Monitor the team performance, provide constructive feedback and mentorship to the team, and report regularly to the CEO on any trends or observations.
  • Handle more complex queries, which will include dealing directly with consumers and financial institutions on their disputes.
  • Communicate with disputants over the online digital portal management system, telephone, email, or through face-to-face meetings.
  • Assess and verify whether a claim meets the basic eligibility requirements to be filed at FIDReC.
  • Participate in stakeholder meetings and engagement events as well as training and outreach activities, where required.
  • Work with other departments in FIDReC including CEO's office and the Alternative Dispute Resolution team on process improvements and on specific disputes, where required.

Job Requirements
  • A degree from a recognised tertiary institution.
  • Familiarity and working knowledge of consumer financial products.
  • Excellent communication (written and oral) and organisational skills.
  • Possesses maturity, aptitude, skills, and experience for dealing with disputants.
  • Has the competence, experience, and commitment to hold the position of supervisor and team leader.
  • Must be able to work collaboratively or independently where appropriate.
  • Possess at least 10 years of relevant working experience, with some years as supervisor.
  • Competent in using Microsoft productivity tools and unafraid to innovate.
  • Relevant experience in a contact centre will be an advantage.


Salaries will be commensurate with the candidates' experience and qualification and are negotiable. Candidates are to state their expected salary in their resumes.
Candidates should submit their resume via email stating their expected salary, to:

The Human Resource Manager
Financial Industry Disputes Resolution Centre Ltd
36 Robinson Road
City House
Singapore 068877