Assistant Manager - CX-Customer Onboarding & Billing (GETB)

Responsible for overseeing the daily operations of the Agency and Banca channels, including new business submissions, customer onboarding, refunds, and new business alteration processes. Ensures all activities are conducted within the defined service standards and in full compliance with regulatory and corporate requirements.

Key responsibilities:

• Monitors and manages the new business agency and banca processes within the agreeable SLA by track the processing TAT and progress on monthly basis.

• Performs continuously review and update/ document the administrative rules and processes for effective and efficient operation of the department.

• Coordinates with underwriting, sales and other stakeholders to resolve application issues promptly.

• Supervises and supports associate junior staff in daily operations, providing training, guidance and performance feedback.

• Escalates to the manager to ensure balanced resource allocation across both channels, particularly during peak periods

• Supports the manager in development of system / process to manage risk and produce a pipeline of business operations requirements.

• Introduces innovative process improvements that drive impactful results, enhance operational efficiency, and support the organization in achieving its business objectives. Demonstrates a strong understanding of existing processes and actively leads change initiatives.

• Supervises and motivates staff to perform their best. Engages team member to inspire and empowers them to provide input into process change. Encourages team member to embrace new process with Standard Operations Procedure ( “SOP” ) once it implemented.

• Involves in Product Working Committee (PWC) to evaluate the enhancement and provide requirements of each product development in related function. Reviewing and signing off for application forms, post sales documents (welcome letter, notification letter, preambles), contract wordings, business requirement documents; designing application submission flow and requirements.

• Participates in or lead system enhancement project and digital transformation initiatives to support business scalability and operational efficiency.

• Resolves issues arising from incident / audit report or event involving administration functions throughout the progress of a job from new business in forcing to any new business-related function.

• Liaises with auditors, Great Eastern counterparts, service vendor, regulators etc for information / reports / feedback

• Ensures periodically review of SOP and adhere to internal policies, SOPs, and regulatory guidelines.

• Stays updated with regulatory changes and assess operational impact.

• Any other tasks as and when required by superior

• Assists manager in organizing, planning, and implementing strategy. Make sure all team members adhere to GETBs policies and guidelines. Monitor operating costs, budgets and resources.

• Liaises with Distribution, IT, Compliance and others internal departments to address operational issues and support business initiatives.

• Provides periodic reports and update to management on delivery performance, challenges and opportunities for improvement.

• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.

• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.

• Highlights any potential concerns /risks and proactively shares best risk management practices.

• Bachelors degree and at least 4 to 5 years of relevant experience in financial Life Insurance.

• Must have proficiency with various software applications programs including e-mail messaging applications and Microsoft Office Suite.

• Experience in handling Agency/ or Banca channel is an advantage.

• Understanding in lean Six Sigma methodology would be an added advantage.

• Past experience in process improvement and automation e.g. RPA and QTP.

• Strong interpersonal communication skills and ability to work well in teams.

• Strong problem-solving, analytical and quantitative skills

• Details-minded, organized and with good communication & interpersonal skills.

• Thorough understanding of business process and strategy development.

• Work independently and be self-motivated. Ability to make independent decisions when circumstances allowed.

• Strong knowledge of new business processes, underwriting workflows, and regulatory requirements BNM, IFSA guideline

• Ability to plan, organize, develop and implement new process.

• Ability to innovate and optimize business processes.

• Has high willingness to learn and demonstrate flexibility in adapting and understand business needs.

• High level of integrity, takes accountability of work and good attitude over teamwork.

• Takes initiative to improve current state of things and adaptable to embrace new changes.

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels - a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Easterns asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the worlds most highly-rated banks, with an Aa1 rating from Moodys and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the Worlds Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

To All Recruitment AgenciesGreat Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

Information :

• Company : Great Eastern
• Position : Assistant Manager - CX-Customer Onboarding & Billing (GETB)
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY