Assistant Manager, Contact Centre (experienced candidates with advanced proficiency in excel an[...]

Assistant Manager, Contact Centre

Drive operational excellence by identifying process gaps, service improvement areas, and automation opportunities, while leveraging advanced Excel tools (e.g., PivotTables, Power Query, VBA) to deliver actionable insights and recommendations to management. Lead and inspire Contact Centre Officers (CCOs) to consistently provide prompt, efficient, and high-quality service across all customer and agent touchpoints, ensuring exceptional experiences and meeting organizational performance goals.

Responsibilities

• Lead, supervise and manage a team of CCOs to meet the required performance and service level.
• Provide ongoing coaching, training, and counselling to team members on Product, Procedures, Guidelines and Service Quality.
• Support the Contact Centre in achieving its Overall Service levels for all channels.
• Conduct regular team meetings and sessions to provide the team with clear objectives for group & individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
• Attend and resolve customer complaints and escalated cases received by team members.
• Identify day-to-day process gaps / areas for service improvement and make recommendations to the management team.
• Prepare and maintain detailed reports using advanced Excel tools (e.g., PivotTables, Power Query, VBA) to monitor team performance and operational metrics.
• Lead or support projects aimed at improving service delivery, operational efficiency, and customer experience.
• Liaise with stakeholders and business partners to understand service requirements and implement plans aligned with business needs.
• Prepare reports and support the Manager with daily administrative duties.
• Any ad-hoc duties as and when given by management.

Qualifications / Experience

Key Competencies

How You Succeed

Location

Great Eastern Malaysia, HQ

Entity

Great Eastern Life Malaysia

Employment Type

Permanent

About the Company

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.

Recruitment Agency Notice

To all recruitment agencies : Great 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.

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