Executive, Business Excellence

MSIG Malaysia; Kuala Lumpur; Hybrid; MYR 40,000 - 60,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a professional to drive process improvement and enhance customer experience. This role requires a Bachelor’s Degree and 1 year of experience in quality management or general insurance operations. You will implement process management tools, handle customer satisfaction surveys, and engage in continuous improvement initiatives. Competitive benefits include medical support, education benefits, and a hybrid workplace.

Benefits

Medical

Education Support

Dental Vision

Insurance Coverage

Car and Housing Loan Interest Subsidy

Birthday Leave

Long Service Award

Company Annual Dinner

Sport Club

Qualifications

• Minimum 1 year of relevant work experience.
• Preferably with experience in quality management or general insurance operations.
• Experience in process management and service quality.

Responsibilities

• Implement process management using tools and tracking.
• Highlight performance gaps for improvement.
• Measure Customer Satisfaction levels through surveys.

Skills

Process management

Quality management

Customer service

Root cause analysis

ISO standards knowledge

Education

Bachelor’s Degree in related field

Job description

Job Purpose:

• Drive process improvement, service quality, and innovation initiatives, while enhancing customer experience through continuous assessment and alignment with business strategies and best practices.

Accountabilities:

• Implement process management through the use of process management tools, the tracking and analysis of Quality Objectives / measurements / statistics, and the publication of service quality performance in monthly newsletter.
• Highlighting performance gaps to respective process owners for continuous improvement through root cause analysis and corrective/preventive actions.
• Conduct the review and re-engineering of work processes and procedures in all operational areas, with the aim to achieve efficient and effective work systems.
• Measure Customer Satisfaction levels through the planning, implementation and analysis of surveys and other feedback mechanism.
• Develop, maintain and monitor the Company’s Document Control Centre to ensure conformance between documentation and actual practice.
• Conduct root cause analysis and propose recommendations for improvement.
• Undertake additional responsibilities or projects as assigned by management.

Qualification/Requirements:

• Bachelor’s Degree in related field.
• Minimum 1 year of relevant work experience.
• Preferably with experience in quality management or general insurance operations, in either an operational or consultancy role.
• Experience in process management and service quality, such as ISO standards, process mapping, customer service, or robotic process automation (RPA).
• General insurance knowledge is preferred.

Benefits:

Medical, Education Support, Dental Vision, Insurance Coverage, Car and Housing Loan Interest Subsidy, Hybrid Workplace (depends to nature of role), Birthday Leave, Long Service Award, Company Annual Dinner, Sport Club.