Manager / AVP, Governance & Project Legacy

Great Eastern; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance provider in Kuala Lumpur is seeking a Manager/AVP for Governance & Project Legacy. In this role, you will manage operations and ensure compliance with company policies and regulatory requirements. Candidates should have at least 5 years of experience in the life insurance industry, alongside strong leadership and data analysis skills. The role emphasizes risk management, operational efficiency, and enhancing customer experience.

Qualifications

• At least 5 years of working experience in life insurance/Takaful.
• In-depth knowledge of insurance products and operational processes.
• Demonstrate high level of integrity and accountability.

Responsibilities

• Manage operations and service delivery for Certificate Servicing.
• Ensure achievement of service level and quality targets.
• Handle complex issues and customer complaints.

Skills

Leadership skills

Data analysis

Communication skills

Problem-solving skills

Decision making

Education

Bachelor's degree

Job description

Manager/ AVP, Governance & Project Legacy (GETB)

This role is responsible for managing the performance of the Minor Alteration, Payment Services, and Suspense Management functions, including Alteration of Personal Information, Maturity Payouts, Benefit Payouts, Suspense Refunds, and related activities. The position involves supervising, coordinating, and guiding the team to support Customer Service operations and facilitate enhancement implementations, ensuring alignment with company policies, regulatory requirements, statutory obligations, and Shariah compliance.

Key responsibilities:

• Manages the operations and service delivery, resources and capacity planning, of Certificate Servicing (CES) for Minor Alteration and Suspense Management.
• Ensures team deliver and achieve all the Service Level and Quality targets according to Department/Company stipulated KPIs, e.g. Customer Satisfaction Score (CSAT), Quality Check (QC) Results, and so on.
• Approves and authorizes transactions within the given timelines and authority limit.
• Handles complex issues or matters arising from incidents and/or complaints.
• Participant initiatives and activities to improve Customer/Agents Experience and achieve operational efficiency, this includes active participation in functional process streamlining, ie. CS eForm & e-Workflow implementation, to support company's business strategy plan & business objectives.
• Reviews and looking at continuous improvement of existing work procedures.
• Prepares regular & ad hoc reports, performs analytics and provides insights to help organisation make data-driven decisions, optimise processes, and improve overall performance.
• Responsible for initiating and managing payment requisitions for departmental expenses.
• Handles e-Invoice submission for payout transaction related to Certificate Servicing.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.
• A basic degree with at least 5 years of working experience in life insurance/Takaful environment, possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes.
• Great leadership and supervisory skills.
• Data/information gathering, analysis and management skills.
• Communication, public relation and interpersonal skills.
• Decision making, analytical and problem-solving skills.
• Proactive, sense of ownership and urgency.
• 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.

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 AgenciesGreat 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.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .

Sign in to start saving jobs in your profile.

Don’t have a Jora account? Register with:

Do you want to receive recommendations for similar jobs?