Assistant Manager, Customer Service & Retail Processing - Singapore Group Insura

The Great Eastern Life Assurance Company Limited; Singapore; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated customer service professional to join their dynamic team. In this role, you will work closely with the department's team lead and managers to provide exceptional support to clients and stakeholders. Your responsibilities will include managing inquiries, supporting operational tasks, and ensuring compliance with regulatory standards. This position offers an opportunity to grow in a collaborative environment while contributing to the organization's mission of delivering outstanding service. If you are driven, target-oriented, and passionate about customer service, this is the perfect opportunity for you.

Qualifications

• 3+ years of customer service experience in the insurance field.
• Proactive in improving processes and adaptable to change.

Responsibilities

• Manage inquiries and customer queries via calls and emails.
• Support operations and assist with administrative duties.
• Proactively identify risks and share best practices.

Skills

Customer Service

Stakeholder Management

Team Collaboration

Regulatory Compliance

Education

Diploma or higher in any field

Job description

Job Responsibilities

Work closely under the direction of the department’s team lead, managers, and HOD to collaborate with our Singapore Group Insurance Departments and provide customer service support to clients, stakeholders, business partners, and customers.

1. Contact Centre Operations – Manage stakeholder and business partner inquiries, customer queries, and concerns via calls and emails. Handle escalations and ensure all service deliverables are managed professionally, timely, and aligned with Great Insurance operational requirements.
   • Assist and support HOD/Team Lead and Manager in overall operations, including execution and support of urgent/special taskforces, initiatives, escalations, investigations, Service Level monitoring, daily task assignment, scope, and rostering. Support ad hoc duties as needed.
   • Assist with AML creation and initial setup in the system.
   • Maintain professionalism with a positive attitude and mindset. Strive to be a team player to ensure a safe, positive, and cohesive work environment. Collaborate with team members to meet contact centre service agreements and KPIs.
2. Operational Support – Support other internal departments by escalating cases, queries, and concerns.
3. Administrative Support – Assist in shared administrative duties.
4. Take accountability for considering business and regulatory compliance risks and taking appropriate mitigation steps.
5. Stay informed about industry trends related to regulatory compliance, emerging threats, and technologies to understand risks and safeguard the company.
6. Proactively identify potential concerns or risks and share best practices in risk management.

Minimum Requirements

• Diploma or higher in any field.
• Minimum of 3 years of experience in customer service within the same field.
• Driven and target-oriented.
• Aligns with the organization’s core values through expected behaviors.
• High integrity, accountable, and maintains a positive attitude towards teamwork.
• Proactive in improving current processes and adaptable to change.