Assistant Manager, Customer & Agent Service Centre (Based at Melaka)

Great Eastern; Malacca City; On-site; MYR 56,000 - 89,000; Full time

Job summary

Great Eastern in Malaysia is seeking a capable Supervisor to oversee the Customer Service and Agent Service sections at the branch. The role ensures service quality, timely responses, and adherence to branch guidelines.

You will lead a team, supervise operations, and drive staff training while focusing on service turnaround time and policy compliance in a regulated environment.

Qualifications

• Tertiary qualification in any discipline recognised by the Malaysian authorities and/or professional qualifications such as ACII/ACS/AMII/AII or equivalent.
• Minimum 5 years of working experience, preferably in customer service or life underwriting and supervisory roles.
• Demonstrated leadership & people management skills with strategic, analytical thinking.

Responsibilities

• Plan, supervise and manage day-to-day operations of Customer Service and Agent Service sections in the branch.
• Address customer and field force inquiries, complaints, and feedback, ensuring timely resolution.
• Supervise staff and ensure compliance with Quality Objectives, Turnaround Time (TAT) and Branch guidelines.
• Provide training to staff and agents on procedures, guidelines and product knowledge.
• Contribute to process improvements with feedback and recommendations.
• Plan manpower, recruitment, development, and performance appraisal.
• Submit reports and dispatch correspondence within deadlines.

Skills

Leadership

People management

Strategic thinking

Problem solving

Integrity

Education

Bachelor's degree or equivalent

ACII/ACS/AMII/AII or equivalent

Job description

To manager, plan, and supervise the administration and day to day operations of the Customer Service and Agent Service sections in branch, ensuring that services provided to customers and field force members (agents) meet the Branch Quality Objectives and Service Turnaround Time (TAT).

• Attends to servicing requests, enquiries, feedback and complaints from customers and field force members and follow through for effective resolution.
• Supervises subordinates and ensuring compliance with Quality Objectives, Service Service Turnaround Time (TAT), Organisational's Policies and Guidelines and Branch Operating Guide (BOG).
• Provides training to staff and field force members in new procedures, guidelines and product knowledge.
• Gathers and provides feedback and recommendation on process improvement.
• Manpower planning, staff recruitment, development, counselling and performance appraisal.
• Timely submission of reports and dispatch of correspondence within the deadlines.
• Signing of correspondence, authenticate signature, certify documents and ensure compliance with authority limits prescribed.
• Other ad-hoc functions as and when assigned by superior/management.

We are looking for people with

• Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in management, insurance, business studies, administration or related fields and/or ACS, ACII, AMII, AII, or equivalent.
• Minimum 5 years of working experience, preferably in customer service or with life underwriting and supervisory experience.
• Has leadership & people management skills.
• A strategic and analytical problem solver.

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.