Assistant Manager, Contact Centre (Regional)

Great Eastern; Kuala Lumpur; Vor Ort; MYR 80.000 - 120.000; Vollzeit

Zusammenfassung

Great Eastern invites applications for the role of Assistant Manager, Contact Centre (Regional) to support the Manager in overseeing daily contact centre operations, ensuring service excellence, regulatory compliance, and staff development.

In this role, you will supervise a team of Regional Contact Centre Associates, handle frontline duties during peak periods, coach staff, monitor KPIs, and drive first-touch resolution while maintaining compliance with MAS guidelines and PDPA.

Qualifikationen

• Hold a minimum Degree qualification in a relevant field.
• Minimum 3 years in a servicing environment (Contact Centre or front-end servicing) and at least 2 years in a team-leading role.
• Demonstrate strong interpersonal and communication skills with proven customer service, conflict resolution, and problem-solving abilities.
• Proficient in contact centre and customer servicing tools such as CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI-enabled tools.
• Preferably possess Malaysia and Singapore insurance certifications or equivalent insurance knowledge.

Aufgaben

• Support the Manager in supervising a team of Regional Contact Centre Associates to ensure smooth daily operations across phone calls and live chats.
• Perform frontline contact centre duties during peak periods, manpower shortages, system downtime, or special campaigns.
• Act as a first-level escalation point for complex customer inquiries and complaints.
• Monitor performance against KPIs such as service quality, productivity, and customer satisfaction.
• Provide regular coaching, on-the-job guidance, and feedback sessions to develop staff capabilities.
• Assist in workforce planning, including roster management and shift adherence.
• Drive first-touch resolution and quality closure of customer cases.
• Identify recurring issues and recommend improvement opportunities.
• Maintain compliance with internal policies and regulatory requirements (e.g., PDPA, MAS).

Kenntnisse

People management

Customer service

Communication

Coaching

Leadership

Ausbildung

Degree

Tools

CRM systems

Call monitoring tools

Microsoft Office

AI-enabled tools

Jobbeschreibung

The Assistant Manager, Contact Centre (Regional) supports the Manager in overseeing daily contact centre operations while ensuring service excellence, regulatory compliance, and staff development. This role acts as a key bridge between frontline Associates and Management, providing operational leadership, coaching, hands‑on support, and escalation management.

In addition to supervisory responsibilities, the Assistant Manager is required to perform frontline contact centre duties to support operational needs, manage peak volumes, and remain closely connected to customer experience and ground realities.

• Support the Manager in supervising a team of Regional Contact Centre Associates to ensure smooth daily operations across phone calls and live chats.
• Perform frontline contact centre duties, including attending to customer and financial representative enquiries, especially during peak periods, manpower shortages, system downtime, or special campaigns.
• Act as a first-level escalation point for complex or sensitive customer enquiries and complaints that cannot be resolved at the Associate level.
• Monitor team and individual performance against KPIs such as service quality, productivity, turnaround time, and customer satisfaction.
• Conduct regular coaching, on-the-job guidance, side‑by‑side monitoring, and feedback sessions to support staff capability building.
• Assist in workforce planning activities, including roster management, attendance monitoring, and adherence to shift schedules.
• Deliver professional, accurate, empathetic, and timely responses when handling frontline interactions.
• Drive and role‑model first‑touch resolution and quality closure of customer cases.
• Identify recurring service issues and customer pain points through both frontline handling and performance reviews and recommend improvement opportunities.
• Foster a customer‑first mindset and strong service culture within the team.
• Ensure strict adherence to internal policies, SOPs, and regulatory requirements (e.g. PDPA, MAS Guidelines) in both supervisory and frontline work.
• Be accountable for identifying business, operational, and regulatory risks, and take appropriate steps to mitigate them.
• Maintain awareness of industry trends, emerging risks, and regulatory updates, and proactively highlight potential concerns.
• Support compliance reviews, audits, and governance‑related initiatives as required
• Assist the Manager in tracking, analysing, and reporting team and operational performance trends.
• Identify process gaps and inefficiencies observed from frontline handling and operational oversight.
• Support ad‑hoc initiatives, projects, UATs, system enhancements, and operational changes as assigned by the Manager or Head of Department.
• Support knowledge sharing by keeping the team updated on product enhancements, system changes, and process updates.
• Perform additional or overtime duties during operational exigencies when required.
• Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.
• Highlight any potential concerns/ risks and proactively shares best risk management practices.
• Assist with ad‑hoc initiatives/ projects as and when delegated by Managers/ Head of Department.

We are looking for people with

• [Hold a minimum Degree qualification in a relevant field
• (Diploma holders with strong experience may be considered).
• Have at least Minimum 3 years in a servicing environment (Contact Centre or front‑end servicing) Minimum 2 years in a team‑leading role (Assistant Manager or Senior Supervisor) Preferably in the Life Insurance industry
• Demonstrate strong interpersonal and communication skills with proven customer service, conflict resolution, and problem‑solving abilities.
• Are proficient in Contact Centre and customer servicing tools such as:
• CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.
• Preferably possess Malaysia and Singapore insurance certifications (TBE, BCP, PGI, HI, CMFAS) or equivalent insurance knowledge.
• Have a solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM).
• Demonstrate excellent command of spoken and written English; Mandarin proficiency is an added advantage.
• Exhibit strong leadership qualities with the ability to motivate, influence, and lead teams to meet KPIs.
• Can work under pressure in a fast‑paced, high‑volume, dynamic environment.
• Show strong teamwork, resilience, adaptability, and commitment to continuous improvement and service excellence.

How you succeed

• 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.

Who we are 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 Eastern's 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 world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

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.