Manager, Customer Onboarding - Group Business, Customer Experience (Great Eastern Takaful Berhad)

Great Eastern; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Great Eastern is seeking an experienced Operations Leader to oversee the daily takaful new business onboarding for Agency and Banca distribution channels. You will ensure efficiency, regulatory compliance, and alignment with strategic goals while managing cross-functional teams and driving process improvements to enhance customer satisfaction and operational excellence.

The role requires 5+ years in insurance operations, strong leadership, and the ability to plan and implement new processes in a

Qualifications

• Bachelor’s degree or higher in business administration, Finance, Insurance, or related field.
• 5+ years’ experience in insurance operations, including supervisory roles.
• Strong leadership and team management capabilities.
• Detail-oriented with strong communication and interpersonal skills.
• Analytical thinking and problem-solving abilities.
• Ability to plan, organize, and implement new processes.

Responsibilities

• Oversee daily operations of new business onboarding for Agency and Banca channels.
• Ensure compliance with regulatory and corporate requirements and optimize workflows.
• Monitor KPIs (e.g., SLA) and report to senior management.
• Collaborate with Product Development, risk, and compliance teams on process changes.
• Lead cross-functional teams and drive process improvements to achieve objectives.

Skills

Leadership

Team management

Analytical thinking

Problem-solving

Communication

Independent decision making

Organizational skills

Education

Bachelor's degree in business administration, Finance, Insurance, or related field

Master's degree or certifications preferred

Job description

Responsible for overseeing the daily operations of a takaful organization new business onboarding process of Agency and Banca distribution channel, ensuring efficiency, regulatory compliance and alignment with strategic goals. This role involves managing cross-functional teams, optimizing workflows, and driving process improvements to enhance customer satisfaction and operational excellence.

Key Responsibilities

• Manage and monitor all group business submission and billing related process within the service standard and ensure all processes are done prudently and in accordance with all regulatory and corporate requirements.
• Maintain quality service by enforcing quality and customer service standard, analyzing and resolving problem. Identifying trends, recommendation system improvements.
• Continuously review and update/ document the administrative rules and processes for effective and efficient operation of the department
• Involved in NB and Record Management related project to improve service benchmark.
• Support HOD in development of system / process to manage risk and produce a pipeline of business operations requirements.
• Introduce innovative into process that can impact result, enhance efficiency and assist organization to meet business objective and goal. Understand process and drive change.
• Assist HOD to develop, manage and control the section’s expenditure within agreed budget.
• Monitor KPIs e.g. Service Level Agreement (SLA) and prepare reports for senior management. Checking, tracking and managing the department budget and resources planning to support sales target.
• Liaise with Product Development, Agency and Banca business development team, System vendor, Risk and Compliance on new change process to the system.
• Work closely with HOD to take part in department strategy planning and organizationwide projects.
• Engage team member to inspire and empower them to provide input into process change. Encourage team member to embrace the new process with SOP once it is implemented.
• Guide the team members to provide system and process enhancements on new products or existing ones and ensure products align with business goals, profitability targets, and regulatory requirements.
• Assist HOD in organizing, planning, and implementing strategy. Make sure all team members adhere to GETB’s policies and guidelines. Monitor operating costs, budgets and resources.
• Support any other tasks as and when required by superior.
• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Adhere to regulatory and company policies regarding record retention and data security.
• Work with key stakeholders as a part of the leadership team to proactively shape the organisation’s culture and conduct environment that is aligned to the organization’s Core Values.
• Champion culture and conduct behavioral expectations within the Department/Division
• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies to understand the risk and better safeguard the company.
• Highlight any potential concerns /risks and proactively shares best risk management practices.

We are looking for people who

• Bachelor’s degree in business administration, Finance, Insurance, or a related field. A master’s degree (e.g. MBA) or certifications (e.g. LOMA) is preferred.
• Have 5+ years’ experience in insurance operations, including supervisory roles. Experience in process optimization and cross-departmental collaboration is essential.
• Proven experience in leadership and team management.
• Detail-oriented, organized and with good communication & interpersonal skills.
• Analytical thinking and problem-solving.
• Work independently and be self-motivated. Ability to make independent decisions when circumstances allowed.
• Ability to plan, organize, develop and implement new process.
• Experience of working collaboratively within own team and across different department.
• Knowledge of insurance regulations and market trends would be an added value.
• Dynamic, fast-paced setting requiring adaptability to technological advancements and enhance operational performance (e.g. robotic automation and digital solutions).
• Demonstrate alignment with the organisation’s core values through expected behaviours.
• High level of integrity takes accountability of work and good attitude over teamwork.
• Take initiative to improve current state of things and adaptable to embrace new changes.