Branch Admin Manager (GELM Operations-Sibu) - (230001J5)

Lowongan Kerja Posisi Branch Admin Manager (GELM Operations-Sibu) - (230001J5) di Great Eastern Life Assurance Co Ltd

DESKRIPSI LOWONGAN KERJA

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an enriching career filled with opportunities and potential, we are seeking a professional to join our team as the Branch Admin Manager for our Sibu team.

Job Purpose

To administer and manage the branch operational efficiency and provide value added services that is in line with the organisation's vision and mission and accountable on the overall administrations and operations of the branch.

The Job

• Overall management of the front and back offices' administration.


• Supervise and train all staff in new procedures, guidelines and product knowledge.


• Responsible for overall branch adherence to Quality Objectives and Service Turn Around Time (TAT), Organisation's Policies and Guidelines and Branch Operational Guide (BOG) for own branch.


• Key Liaison between Head Office and Branch.


• Strategy and planning for own branch, in alignment to company and management directions.


• Manpower and Human Resource Planning for own branch.


• Work with Agency Director to provide training to the field force members on all type of operational related trainings.


• To inculcate "humanized" culture and promote excellent service experience to both customers and agents.


• Ensure all enquiries and complaints are attended to and follow through for effective resolution.

Assume the role of RISE Servicing Team Lead:

• To drive, supervise and train all servicing ambassadors in newly implemented guidelines and procedures.


• To explore new approaches in handling e.g. nomination, absolute assignment, reinstatement and non-disclosure etc functions for better quality of service experience for both agents and customers alike.


• Key liaison with respective department at Head Office (PPD, Life Claims, NB, HSD) when there is any new procedure discussion & implementation.


• Raise necessary papers (Eg : GPRA & proposal), process flow and framework for approval before new procedure implementation.


• Strategic planning and quality customer service standards enforcement for RISE Servicing objectives and scopes.

Assume the role of RISE New Business (“NB”) Advisor:

• Lead, supervise and train all servicing ambassadors in carrying out the assigned tasks.


• To explore new initiatives to bridge the engagement gaps and improve NB servicing through the dedicated support platform.


• Ensure monthly engagement sessions for agents, particularly rookie agents, on New Business procedures and knowledge are carried out as planned and achieved desired satisfaction level.


• To oversee, coordinate and manage the day to day liaising of servicing ambassadors between agents, particularly rookie agents, and various departments such as New Business, Customer Service, Claims and Healthcare Services on any enquiry received from agents, particularly rookie agents, and ensure expectations are being fulfilled.


• Strategic planning and quality service standards enforcement for RISE NB objectives and scopes.

Assume the role of RISE Hospital Admission (“HA”) Team Lead:

• Act as the first point of contact for customers or agents on the status of a Guarantee Letter (“GL”) case for appointed Hospitals, handle queries of claims from agents, customers or Hospitals via phone or Whatsapp.


• Ensure servicing ambassadors monitor status of GL and meeting personal targets, turnaround time and productivity benchmark.


• To liaise effectively with HSD, Hospitals, agents and customers. Liaison with hospital/ clinic for medical reports required for claims.


• Visit hospital as and when required, handling feedback and/or complaints received from agents, customers and Hospitals for investigation.


• Strategic planning and quality service standards enforcement for RISE HSD objectives an scopes.


• 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 in order to understand the risk and better safeguard the company.


• Highlights any potential concerns /risks and proactively shares best risk management practices.

Our Requirements

• Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in Management, Insurance, Business Studies, Administration or related field or ACS, ACII, AMII, AII or equivalent.


• Minimum 7 years’ experience in insurance industry and minimum 5 years’ experience in supervisory level.


• Key Competencies (Including but not limited to): Good communication skills (written & verbal), Strong Customer Service focus and attitude, Problem & Conflict Resolution skills, Team Work, Accountability and Basic PC knowledge.


• High level of integrity, takes accountability of work and good attitude over teamwork.


• Takes initiative to improve current state of things and adaptable to embrace new changes.

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location: Great Eastern Life Malaysia, Sibu Branch

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

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.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

Informasi Tambahan Lowongan Kerja

Tingkat Pekerjaan : Not Specified
Kualifikasi : Accounting/Finance, Banking/Financial
Pengalaman Kerja :
Jenis Pekerjaan : Full-Time
Spesialisasi Pekerjaan : Accounting/Finance, Banking/Financial / 501, 135

Informasi perusahaan Pemberi Kerja, Great Eastern Life Assurance Co Ltd

Great Is Empowering IndividualsWe believe in developing our people to reach their highest potential in everything they do.As the largest and most established life insurer in the country, we have served and protected millions of Malaysian families throughout their lives with our comprehensive policies since our establishment in 1908. A wholly-owned subsidiary of Great Eastern Holdings Limited, we have RM87.3 billion in assets, over 3 million policies in force, 21 operational branches, and a network of 19,000 agents nationwide.Additionally, as a member of the OCBC Group, we work closely with our parent company OCBC Bank in Bancassurance partnerships, and we offer general and Takaful insurances through our General and Takaful arm. With our pooled resources and collaborative efforts, we offer a variety of options and versatility in our business operations as well as our hiring practices, allowing inter-company career mobility opportunities across the Group.

Informasi Tambahan Perusahaan Great Eastern Life Assurance Co Ltd

Ukuran Perusahaan : 1001 - 2000 Employees
Waktu Proses Lamaran : 22 days
Industri : Insurance
Tunjangan dan Lain-lain : Dental, Education support, Medical, Loans, Sports (e.g. Gym), Vision, Regular hours, Mondays - Fridays, Business (e.g. Shirts)
Lokasi : Sarawak
Lamar Sekarang!