Assistant Manager, Policy Servicing_Minor Alteration

Great Eastern Life; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an Assistant Manager in Policy Servicing, where your expertise will help shape the future of insurance solutions. In this role, you'll process critical transactions, mentor junior team members, and ensure compliance with industry standards. Your problem-solving skills will be vital in addressing complex issues and enhancing customer satisfaction. This dynamic environment offers growth opportunities and a chance to make a meaningful impact in a leading insurance firm with a legacy of trust and integrity.

Qualifications

• 5-7 years of relevant experience, including 2-3 years in a senior role.
• Degree in Business Administration, Finance, or related fields.

Responsibilities

• Process Minor Alteration transactions and provide technical guidance.
• Analyze complex transactions and address inquiries and complaints.

Skills

Communication Skills

Problem-Solving Skills

Team Leadership

Risk Management

Education

Degree in Business Administration

Professional qualifications (AMII/ACII, FLI)

Job description

Job Title: Assistant Manager, Policy Servicing - Minor Alteration (240001RE)

Discover the GREAT in your career.

As a LIFE insurance company, our customers are at the heart of all we do. Being one of Asia’s leading insurers for over a century, we have built a legacy of trust with our customers across generations. This trust is rooted in Integrity, Initiative, and Involvement—values that guide us in treating every customer relationship with honesty and transparency, and in proactively delivering the best solutions in life and general insurance.

If you seek a dynamic career with growth opportunities, we invite you to join our team as an Assistant Manager in the Policy Servicing - Minor Alteration team.

Job Purpose

Responsible for processing Minor Alteration transactions with payments, including Full/Partial Withdrawals, Surrenders, Policy Loans, Stop Payments/Unsuccessful DCs, and Partial Surrenders. Provide technical guidance to junior team members to ensure timely processing and adherence to Service Level Agreements (SLAs). Assist the Manager in leading or participating in projects to achieve departmental and organizational goals.

The Role

1. Process policyholder applications within authorized limits.
2. Handle complex transactions by analyzing issues, identifying root causes, and recommending solutions.
3. Address customer (internal/external), agent, and vendor inquiries and complaints, monitoring until resolution and implementing preventive measures.
4. Serve as Subject Matter Expert (SME) for processes related to:

• Full/Partial Withdrawal
• Full Surrender for Traditional and UL Plans
• Policy Loan
• Stop Payments / Unsuccessful DC
• Partial Surrender for Traditional and UL Plans
• Surrender of Rider/Bonus
• Cash Bonus/Survival Benefit/GCP/APA payout

Provide technical guidance to junior team members to meet processing targets.

Participate actively in departmental projects and initiatives.

Assist the Manager with assigned tasks, reporting progress and issues.

Ensure compliance with business and regulatory requirements, identifying and mitigating risks.

Stay informed about industry trends, emerging threats, and technological developments to safeguard the company.

Proactively identify potential risks and share best practices in risk management.

Perform other responsibilities as assigned.

The Person

• Degree in Business Administration, Finance, or related fields; specialization in Insurance or Finance is a plus.
• Professional qualifications such as AMII/ACII, FLI, Six Sigma (Green/Black Belt) are advantageous.
• 5-7 years of relevant experience, including 2-3 years in a team leader or senior role; experience in insurance is preferred.
• Excellent communication skills across all levels.
• Ability to produce high-quality work under pressure.
• Creative problem-solving skills to translate business challenges into solutions.
• High integrity, accountability, and a positive attitude towards teamwork.
• Proactive in process improvement and adaptable to change.

Great Eastern Malaysia is committed to Equal Employment Opportunity. All qualified applicants will be considered fairly for employment.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

About Great Eastern

Founded in 1908, Great Eastern is a leading insurer in Singapore and Malaysia, with assets exceeding S$100 billion and over 16 million policyholders. Our distribution channels include tied agency, bancassurance, and financial advisory services. We also operate in Indonesia and Brunei.

Our subsidiaries hold high credit ratings, reflecting our financial strength and stability. As part of OCBC, a top-rated Singapore bank, we are recognized globally for our prudent management and resilience.

Note to Recruitment Agencies: We do not accept unsolicited resumes. Please do not send resumes to our email or employees. We are not responsible for fees related to unsolicited resumes.