Assistant Manager

Great Eastern; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking an Assistant Manager for the Customer & Agent Service Centre. The ideal candidate will manage the service center's operations, ensuring high-quality service delivery to policyholders and agents. Candidates should have a tertiary qualification in relevant fields and 4-7 years of experience within a service-related industry, preferably in customer service or underwriting. The role demands excellent communication and leadership skills, with a focus on integrity and customer satisfaction.

Qualifications

• 4-7 years of experience in the financial or service-related industry.
• Experience in Customer Service or Life Underwriting preferred.

Responsibilities

• Manage overall administration and day-to-day operations of the service centre.
• Attend to walk-in customers/agents service needs promptly.
• Provide high quality service to policyholders and agents.
• Handle customer complaints and issues professionally.
• Ensure conservation of policy and retention of customers.
• Attend briefing/training/coaching sessions to improve service skills.

Skills

Customer service skills

Attention to detail

Problem-solving skills

Communication skills

Leadership skills

Education

Tertiary qualification in Communication, Management, Business Administration, Marketing or Insurance

FLMI or Diploma in MII or part ACII or AMII

Job description

Assistant Manager - Agent and Customer Service Centre

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long‑lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

As a purpose‑driven organisation committed to providing the best service and support to our policyholders, we are seeking an experienced professional to join our team as Assistant Manager, Customer & Agent Service Centre.

Job Summary:

To manage overall administration and supervise the day to day operations of the service centre.

The Role:

• Attend to walk‑in customers/agents service needs promptly and professionally.
• Process service request transactions as required.
• To provide high quality service to policyholders and agents according to service benchmarks and company's guidelines.
• Attend to walk‑in customers/agents' enquiries or service request on policy matters in a clear, accurate and timely manner.
• Handle any issues or complaint from customers professionally and provide appropriate solutions to address the situation.
• Ensure conservation of policy and retention of customers is observed when necessary.
• Perform other administrative tasks such as reconciliation of the cheque balancing report, stamping duty report etc.
• Ensure the Service Centre is well maintained and orderly at all times.
• Review and respond to task/enquiries escalation from Call Center or other touchpoints.
• To attend briefing/training/coaching session to improve knowledge and service skills.
• Process and/or support service requests and any other tasks as and when required.
• Any ad‑hoc duties as and when assign by management.

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

To all recruitment agencies: Great 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.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability‑driven company to achieve a low‑carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

The Person:

• Tertiary qualification preferably in Communication, Management, Business Administration, Marketing or Insurance.
• Preferably FLMI or Diploma in MII or part ACII or AMII.
• Preferably 4-7 years of experience in financial or service related industry.
• Preferably with Customer Service or Life Underwriting experience.