Assistant Manager, Customer & Agent Service Centre (Kota Kinabalu)

GREAT EASTERN; West Coast Division; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading insurance provider in Malaysia is looking for a Customer Service Manager to oversee daily operations and enhance team performance. The role requires a minimum of 5 years of experience in customer service, strong leadership skills, and the ability to improve processes to elevate customer satisfaction. Ideal candidates will have a tertiary qualification and excellent communication abilities. Join us to drive service excellence and contribute to a vital organization.

Qualifications

• Minimum 5 years working experience in Customer Service and supervisory role.
• Strong command of written and spoken English.
• Integrity and accountability in work.

Responsibilities

• Oversee daily operations and service initiatives of Customer Service.
• Supervise staff and ensure quality compliance.
• Provide training and facilitate process improvements.

Skills

Interpersonal and communication skills

Leadership skills

Problem-solving initiative

Team player aptitude

Adaptability

Education

Tertiary qualification in Management, Insurance, Business Studies or related fields

Job description

About the Job

To plan, implement and oversee the daily operations of the Customer Service and Agent Service sections in branch, drive service initiatives, improve processes, and lead staff to achieve the Branch Quality Objectives and Service Turnaround Time (TAT).

• Attend to servicing requests, enquiries, feedback and complaints from customers and field force members, and follow through for effective resolution.
• Supervise subordinates and ensure compliance with Quality Objectives, Service Turnaround Time (TAT), Organization’s Policies, Guidelines, and Branch Operational Guide (BOG).
• Provide training to staff and field force members on new procedures, guidelines and product knowledge.
• Gather and provide feedback with recommendations for process improvement.
• Oversee manpower planning, staff recruitment, development, counselling, and performance appraisal.
• Ensure timely submission of reports and despatch of correspondence within the deadlines.
• Sign correspondence, authenticate signatures, certify documents, and ensure compliance with prescribed authority limits.
• Plan, drive, and support the implementation of service initiatives to enhance efficiency, streamline processes, and elevate customer experience.
• Foster and lead a proactive team culture that delivers personalized and bespoke customer service experience to customers and field force members.
• Support other Sabah branches in both service delivery and operational functions.
• Undertake other ad-hoc tasks as and when assigned by superior/ management.

We are looking for people who

• Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in Management, Insurance, Business Studies, Banking or related fields.
• Minimum 5 years working experience, preferably in Customer Service and with supervisory experience.
• Good interpersonal and communication skills, and with a good command of written and spoken English.
• Team player aptitude and possesses positive leadership 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.

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 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.

Great Eastern is an equal opportunities employer and is committed to creating a diverse and inclusive workplace. We welcome applications from qualified candidates of all backgrounds.