Manager, Digital Management

Generali Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 230,000; Full time

Job summary

Generali Malaysia is seeking a senior Digital Platform Manager to lead strategy, governance and the ongoing enhancement of our customer-facing digital platforms and assets, ensuring a seamless customer experience across channels.

You will drive end-to-end platform initiatives, collaborate with marketing, technology and operations, leverage data and insights to improve performance, and lead change management and adoption to maximise platform value.

Qualifications

• Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc.
• Minimum 5 years of experience in managing online direct business and technical solution development teams.
• Experience collaborating with multiple lines of business, IT groups, and third-party vendors.
• Demonstrates critical thinking, analysis and resolution ability.
• Experience managing cross-cultural, remote teams and direct reports.

Responsibilities

• Lead and oversee all customer-facing digital platforms and assets, including point-of-sale, eCommerce, customer servicing platforms, and future digital channels
• Define and manage platform roadmaps, priorities, and enhancement initiatives aligned with business objectives
• Act as the primary business owner for digital platform performance, effectiveness, and governance
• Collaborate with technology teams and vendors to ensure platform reliability, scalability, and compliance
• Drive continuous improvement of digital platforms through UI/UX enhancements, customer journey optimization, and platform innovation
• Leverage customer feedback, user insights, and analytics to identify and prioritize improvement opportunities
• Lead change management and adoption strategies to increase platform utilization
• Champion customer-centric design and digital best practices across all touchpoints
• Oversee the end-to-end delivery of digital platform enhancements and initiatives

Skills

Digital platform management

Customer experience design

Digital adoption

Change management

Stakeholder management

Cross-functional collaboration

Project management

Communication skills

Education

Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc

Job description

• Work with the Head of Brand, Product and Digital Marketing to manage the strategy, governance, and continuous enhancement of the Company's customer-facing digital platforms and assets, ensuring they deliver an optimal and seamless customer experience


• Drive the end-to-end management of digital platform initiatives, including UI/UX improvements, testing, deployment, change management, and adoption


• Collaborate across business, marketing, technology, and operations teams to maximise the effectiveness, performance, and business value of digital platforms


• Leverage data, customer insights, and stakeholder feedback to continuously improve platform performance, user engagement, and customer outcomes


• Provide functional oversight and coordination of supporting resources in UI/UX Design, Data Analytics, and Post-Sales Operations as required.

Main Responsibility

Digital Platform Management & Governance

• Lead and oversee all customer-facing digital platforms and assets, including point-of-sale, eCommerce, customer servicing platforms, and future digital channels


• Define and manage platform roadmaps, priorities, and enhancement initiatives aligned with business objectives


• Act as the primary business owner and key stakeholder for digital platform performance, effectiveness, and governance


• Collaborate with technology teams and vendors to ensure platform reliability, scalability, and compliance


• Drive continuous improvement of digital platforms through UI/UX enhancements, customer journey optimization, and platform innovation


• Leverage customer feedback, user insights, and analytics to identify and prioritize improvement opportunities


• Lead change management initiatives and adoption strategies to increase platform utilization, engagement, and effectiveness among customers and internal users


• Champion customer-centric design and digital best practices across all touchpoints

Cross Collaboration, Project Delivery, Testing & Release Management

• Oversee the end-to-end delivery of digital platform enhancements and initiatives.


• Coordinate business requirements, UAT, BVT, deployment activities, and release readiness with relevant stakeholders.


• Ensure successful implementation of platform enhancements through effective planning, governance, and post-launch monitoring.


• Manage issue resolution and continuous improvement following deployments


• Partner with various teams to support business initiatives, marketing campaigns, product launches, and customer engagement activities.


• Ensure digital platforms effectively enable customer acquisition, servicing, retention, and business growth objectives.


• Facilitate alignment of business requirements, customer needs, and platform capabilities across multiple stakeholders

Analytics, Operations & Resource Coordination

• Leverage data and performance insights to monitor platform effectiveness and drive data-informed decision making


• Oversee and coordinate activities relating to post-sales digital operations, analytics, and UI/UX support functions


• Provide functional leadership, prioritization, and coordination for supporting resources assigned to Data Analytics, UI/UX Design, and Post-Sales Operations, without direct reporting responsibility


• Track key performance, adoption, and customer experience metrics, and recommend improvement initiatives

Qualification and Experience Requirement

EDUCATION

• Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc

EXPERIENCE

• Minimum 5 years of experience in managing online direct business and technical solution development team, preferably in a financial institution or other large corporate environment.


• Experience in working collaboratively with various stakeholders, including multiple lines of business, IT groups, and third-party vendors.


• Demonstre critical thinking, analysis and resolution ability.


• Experience in management of cross-cultural, remote teams and with direct reports.

SKILLS

• Strong knowledge of digital platform management, customer experience design, digital adoption, and change management.


• Sound understanding of website, eCommerce, customer servicing platforms, and digital customer journeys.


• Experience in managing digital initiatives, including requirements gathering, UAT/BVT coordination, deployment, and post-implementation support.


• Ability to leverage data and customer insights to drive platform enhancements and business outcomes.


• Strong stakeholder management and cross-functional collaboration skills, with the ability to influence without direct reporting authority.


• Excellent project management, problem-solving, communication, and presentation skills.


• Ability to manage multiple priorities and drive execution in a fast-paced environment.


• Strong customer-centric mindset with a focus on continuous improvement and operational excellence.