Assistant Manager, Contact Centre

About The Job

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

• 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.
• Identify day-to-day process gaps and areas for service improvement; propose actionable recommendations to management.
• 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.

We are looking for people who

• Bachelor's Degree in any field.
• Added value: Professional qualification in financial/insurance such as LOMA, Registered Financial Planning.

• At least 3 - 4 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre experience with supervisory/leadership skills.

• Key Competencies (Including but not limited to):

• Advanced proficiency in Microsoft Excel (e.g., formulas, dashboards, automation),

• Strong understanding of project management principles and tools
• Familiarity with CRM systems and contact center technologies,
• Leadership & Accountability, Good communication (written & verbal),
• Strong Customer Service focus and attitude,
• Problem solving & decision making,
• Conflict Resolution skills, Data analysis & interpretation.

How you succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Location:
Great Eastern Malaysia, HQ

Entity:
Great Eastern Life Malaysia

Employment Type:
Permanent

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.

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.