Manager, Service Excellence & Resolution (Complaint Handling) (Contact Centre)

About the Job

To manage the daily operations of Correspondence team and lead the Complaint Management process, ensuring timely resolution in line with Bank Negara complaint handling guidelines and internal policy.

• Receive, assess, and register complaints and Feedback in the Complaint Feedback System (CFS).
• Conduct thorough investigations and ensure a timely resolution of complaints and achieve the target SLA.
• Liaise with internal departments to gather information and coordinate resolution efforts.
• Ensure compliance with regulatory requirements, internal governance and company policies.
• Support effective service recovery and maintain high standards of customer satisfaction.
• Reporting and monitoring of complaint trends and recurring issues across departments
• Prepare reports and documentation for internal reviews and audits
• Resource planning, provide guidance to team members, prepare team's KPI and conduct performance assessment.
• Assist HOD in administrative duties, expense management and tactical planning.
• Any other duties assigned from time to time
• Takes accountability in 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 safeguard the company better.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

We are looking for people with

• Bachelor's degree in any field.
• Added value: Professional qualification in financial/insurance such as LOMA, Registered Financial Planning.
• Minimum 5 years experience in complaint handling, customer service, risk, or compliance roles.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• High attention to detail and organizational skills.
• Ability to manage multiple complaints simultaneously under tight deadlines.
• Customer-centric mindset with a focus on service recovery and continuous improvement.
• Demonstrates alignment with the organization's core values through expected behaviors.
• High level of integrity takes accountability of work and a good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

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.

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.

Entity: Great Eastern Malaysia HQ

Employment Type: Permanent