Assistant Manager, Complaints_BCM and Admin

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

Job summary

A leading insurance company is seeking an Assistant Manager for Complaints_BCM and Admin to enhance customer satisfaction by managing complaints and ensuring compliance with regulations. The ideal candidate should have a qualification in Statistics or Business Administration and 1-3 years experience in customer service or the banking/insurance industry. Strong analytical skills, integrity, and a teamwork attitude are essential. This position offers a permanent contract in Kuala Lumpur, Malaysia.

Qualifications

• 1-3 years in Customer Service, Insurance or Banking Industry, handling complaints is an advantage.
• Strong probing nature, investigative techniques, and patience required.
• Able to handle difficult situations with integrity.

Responsibilities

• Manage complaint handling as per GELM guidelines.
• Support administration and BCM activities.
• Monitor and analyze complaints for root cause and corrective action.

Skills

Customer focused

Problem solving

Analytical thinking

Good written & communication skills

Teamwork & cooperation

Integrity & trustworthy

Education

Tertiary or professional qualification in Statistics, Business Administration or Insurance

Job description

Assistant Manager, Complaints_BCM and Admin

Assistant Manager, Complaints_BCM and Admin

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.

If you are looking to grow in an enriching career filled with opportunities and potential, we are seeking an experienced professional to join our team as Assistant Manager, Complaints_BCM and Admin.

The Role:

• To undertake the roles and responsibilities of Complaint Handling Representative as stipulated in the GELM Complaint Handling Policy & Guideline
• Support Business Continuity Management (“BCM”) activities, maintenance of User Access Matrix (“UAM”)
• Support administration control of sub systems & shared folders, and general administrative functions.
• Establishes and maintains policy, procedures, and user manual pertaining to handling of customer complaints
• Oversight of complaints handled by all Departments to ensure adequate root cause analysis, and appropriate corrective actions
• Handle high profile and unresolved complaints
• Coordinate and be the point of contact to liaise with the regulatory and mediation bodies such as Bank Negara Malaysia (“BNM”), Ombudsman for Financial Services (“OFS”) with regards to any complaint related issues, complaints, investigations or clarifications; Perform regular analysis of the data and furnish reports to the Board or delegated Board Risk Management Committee, SMT and Group Operations, or ad‑hoc analysis and reports as required
• To perform the secretariat function of quarterly and any ad hoc CERC meetings
• As Complaints Statistics Statistical Officer for BNM Half Yearly reporting
• Undertakes system enhancement when necessary
• Undertakes ad hoc projects as assigned by Superior.
• 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.

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:

• Qualifications – Tertiary or professional qualification in Statistics, Business Administration or Insurance
• Experience – 1-3 years in Customer Service, Insurance or Banking Industry. Experience in handling complaints is added advantage.
• Key skills: a) Probing nature, investigative technique & patience b) Customer focused and good telephone technique c) Problem solving & decision making d) Integrity & trustworthy e) Able to handle difficult situation f) Analytical thinking & detail oriented g) Teamwork & cooperation h) Business analysis i) Good written & communication skills j) Organising & planning skills
• 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.