Assistant Manager, Customer & Agent Service Centre (GELM Operations-Kota Kinabalu)

Job Description - Assistant Manager, Customer & Agent Service Centre (GELM Operations-Kota Kinabalu) NC)

Job Number : NC

About the Job : To plan, implement and oversee the daily operations of the Customer Service and Agent Service sections in branch, drive service initiatives, improve processes, and lead staff to achieve the Branch Quality Objectives and Service Turnaround Time (TAT).

Responsibilities

• Attend to servicing requests, enquiries, feedback and complaints from customers and field force members, and follow through for effective resolution.
• Supervise subordinates and ensure compliance with Quality Objectives, Service Turnaround Time (TAT), Organization’s Policies, Guidelines, and Branch Operational Guide (BOG).
• Provide training to staff and field force members on new procedures, guidelines and product knowledge.
• Gather and provide feedback with recommendations for process improvement.
• Oversee manpower planning, staff recruitment, development, counseling, and performance appraisal.
• Ensure timely submission of reports and dispatch of correspondence within the deadlines.
• Sign correspondence, authenticate signatures, certify documents, and ensure compliance with prescribed authority limits.
• Plan, drive, and support the implementation of service initiatives to enhance efficiency, streamline processes, and elevate customer experience.
• Foster and lead a proactive team culture that delivers personalized and bespoke customer service experience to customers and field force members.
• Support other Sabah branches in both service delivery and operational functions.
• Undertake other ad-hoc tasks as and when assigned by superior or management.

Qualifications

How you succeed

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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