Manager - Certificate Servicing, Customer Care (GETB)

Job Description – Manager – Certificate Servicing, Customer Care (GETB) W)

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About the Job

This role is responsible for managing the performance of the Minor Alteration, Payment Services, and Suspense Management functions, including Alteration of Personal Information, Maturity Payouts, Benefit Payouts, Suspense Refunds, and related activities. The position involves supervising, coordinating, and guiding the team to support Customer Service operations and facilitate enhancement implementations, ensuring alignment with company policies, regulatory requirements, statutory obligations, and Shariah compliance.

Key Responsibilities

• Manages the operations and service delivery, resources and capacity planning, of Certificate Servicing (CES) for Minor Alteration and Suspense Management.
• Ensures team deliver and achieve all the Service Level and Quality targets according to Department / Company stipulated KPIs, e.g. Customer Satisfaction Score (CSAT), Quality Check (QC) Results, and so on.
• Approves and authorises transactions within the given timelines and authority limit.
• Handles complex issues or matters arising from incidents and / or complaints.
• Participates in initiatives and activities to improve Customer / Agents Experience and achieve operational efficiency, including active participation in functional process streamlining, e.g. CS eForm & e-Workflow implementation, to support the company's business strategy plan & objectives.
• Reviews and looks at continuous improvement of existing work procedures.
• Prepares regular & ad‑hoc reports, performs analytics and provides insights to help the organisation make data‑driven decisions, optimise processes, and improve overall performance.
• Responsible for initiating and managing payment requisitions for departmental expenses.
• Handles e‑Invoice submission for payout transaction related to Certificate Servicing.
• Takes accountability for considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies to understand the risk and better safeguard the company.
• Highlights any potential concerns / risks and proactively shares best risk‑management practices.

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Who we are

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.

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