Assistant Manager, Complaints_BCM and Admin

Great Eastern Life; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in Malaysia seeks an Assistant Manager for Complaints_BCM and Admin. The role includes managing customer complaints, supporting business continuity efforts, and ensuring compliance with regulatory standards. Candidates should possess relevant qualifications and skills to handle complex complaints effectively.

Qualifications

• 1-3 years experience in Customer Service, Insurance, or Banking; complaint handling experience is advantageous.

Responsibilities

• Handle customer complaints according to policies and guidelines.
• Support Business Continuity Management activities.
• Oversee complaint resolution across departments.

Skills

Investigative ability

Customer focus

Problem-solving

Integrity

Communication

Organizational skills

Teamwork

Education

Tertiary or professional qualification in Statistics, Business Administration, or Insurance

Job description

Job Description - Assistant Manager, Complaints_BCM and Admin (220001YW)

Assistant Manager, Complaints_BCM and Admin (Job Number: 220001YW)

Role Overview:

• Handle customer complaints according to GELM policies and guidelines.
• Support Business Continuity Management activities and maintain User Access Matrix.
• Assist in administrative controls of systems and shared folders.
• Develop and maintain policies, procedures, and manuals for complaint handling.
• Oversee complaint resolution across departments, ensuring root cause analysis and corrective actions.
• Manage high-profile and unresolved complaints.
• Coordinate with regulatory bodies such as BNM and OFS, and prepare reports for senior management.
• Serve as secretariat for CERC meetings and handle complaints statistics reporting for BNM.
• Participate in system enhancements and ad hoc projects.
• Ensure compliance with business and regulatory standards, identifying and mitigating risks.

Qualifications:

• Tertiary or professional qualification in Statistics, Business Administration, or Insurance.
• 1-3 years experience in Customer Service, Insurance, or Banking; complaint handling experience is advantageous.
• Skills required: investigative ability, customer focus, problem-solving, integrity, communication, organizational skills, and teamwork.

Great Eastern Malaysia is an equal opportunity employer. We value diversity and inclusion in our workforce.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

Note to agencies: We do not accept unsolicited resumes and will not be responsible for any fees.