Manager / AVP – QA, Training, Ops CX & Complaint Management Unit Head (GETB)

Great Eastern; Kuala Lumpur; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a Manager / AVP to lead the Customer Service team. Responsibilities include developing service strategies, managing feedback mechanisms, and ensuring compliance with industry regulations. Ideal candidates should possess at least 5 years of experience in insurance, exceptional leadership skills, and the ability to analyze customer feedback effectively. Applicants are expected to have a customer-centric approach and excellent communication skills.

Qualifications

• 5 to 7 years of working experience in life insurance/Takaful.
• In-depth knowledge of different insurance products and operational processes.
• Ability to articulate in written and spoken English.

Responsibilities

• Manage the customer service team to support enquiries and feedback.
• Develop customer service strategies to improve satisfaction.
• Analyze customer feedback to identify areas for improvement.

Skills

Leadership

Customer focus

Analytical skills

Problem-solving

Communication

Education

Basic degree

Job description

Manager / AVP – QA, Training, Ops CX & Complaint Management Unit Head (GETB)

This role is to manage the front-line Customer Service team to support enquiries, feedback and complaints communications from/to Customers & Agents in relations to all company’s products & campaigns, services, claims, solutions, etc.

Key Responsibilities:

• Develop and implement customer service strategies to improve customer satisfaction and loyalty
• Manage a team of customer service representatives (Call Center, Email, ICM and Service Counter) to ensure excellent service delivery
• Lead strategic projects to ensure excellent customer service delivery, resolve customer complaints, and improve overall customer satisfaction
• Analyze customer feedback and Net Promoter Score data to identify areas of strength and weakness and areas for improvement
• Develop and maintain relationships with customers to resolve issues and build trust
• Collaborate with other departments to ensure seamless customer experience
• Monitor and report on customer service metrics and KPIs
• Ensure team meets the service level & quality KPIs target to achieve the best customer experience
• Identify and implement process improvements to increase efficiency and reduce costs
• Conduct training to customer care team as well as to our outsourcing counterpart
• Manage outsourcing which includes the below:
  • Monitor and evaluate the performance of outsourced services
  • Ensure compliance with company policies and procedures
  • Identify and mitigate risks associated with outsourcing
  • Develop and implement process improvements to increase efficiency and reduce costs
  • Conduct regular meetings, manage escalations, and ensure customer‑centric SOPs and training is in place
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks
• Implement and maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
• Identify any potential concerns /risks and proactively share best risk management practices

Qualifications and Experience:

• Basic degree with at least 5 to 7 years of working experience in life insurance/Takaful environment
• In-depth knowledge of different insurance products (and their functionalities/technicalities) and operational processes
• Great leadership and result‑oriented, with excellent communication and influential skills to motivate and develop others, to drive results and elevate customer experience
• Proactive, strong business acumen, sense of ownership and urgency. Challenge status quo and versatile to embrace change for improvement
• Customer focused with excellent problem‑solving skills, the ability to work with a positive attitude & excel under pressure
• Possess good analytical skill and forward‑looking ability to strive for excellence
• Able to articulate and proficient in written and spoken English
• A strong communicator with excellent phone etiquette and the ability to build rapport with customers is crucial
• 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
• 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.