About the Role
The Assistant Branch Manager supports the Branch Head in overseeing daily branch operations and ensuring consistent, high‑quality service delivery. The role focuses on driving digital adoption, strengthening documentation and underwriting readiness, and guiding staff toward more advisory‑driven customer interactions. The incumbent will also play a key role in upskilling branch personnel as New Business Ambassadors and Healthcare Ambassadors through structured training and continuous learning.
Roles and Responsibilities
1. Operational & Project Support
- Partner with headquarters and regional teams to implement branch-level initiatives and changes.
- Gather customer and agent feedback to support continuous improvement and effective change management.
2. Sales & Business Performance Enablement
- Collaborate with the sales team and agency force to improve new business capture rates and healthcare steerage performance.
- Leverage branch‑level analytics to support engagement strategies and reinforce business opportunity insights.
3. Digital Adoption & Service Enablement
- Promote digital platforms and self‑service solutions in partnership with the sales team and agency force.
- Help manage communication and escalation channels to maintain service efficiency and operational effectiveness.
4. Policy Persistency & Conservation
- Support policy conservation strategies and operational education efforts.
- Participate in regular agency meetings to monitor progress and address challenges.
5. People Development & Advisory Role Transition
- Champion role transformation from transactional to advisory service delivery at the branch.
- Provide coaching and mentoring to staff to strengthen their capabilities as new business and healthcare ambassadors.
6. Operational Efficiency & Cost Management
- Monitor branch operations to identify opportunities for cost optimization and resource efficiency.
- Support expense tracking and process assessments to enhance productivity.
7. Training & Omni-Channel Service Capability
- Facilitate training and development initiatives to strengthen staff capability across in‑person, virtual, email, and digital channels.
- Encourage first‑contact resolution and consistent service excellence across all touchpoints.
8. ESG & Sustainability Advocacy
- Promote digital and paperless solutions (e.g., AIA+, ALPP) and support financial literacy programs.
- Ensure alignment with the organization's sustainability goals and brand purpose.
9. Compliance & Risk Management
- Ensure branch compliance with internal policies and regulatory requirements, including AML standards.
- Support staff proficiency through ongoing training and compliance monitoring.
10. Other Responsibilities
- Perform additional duties as assigned to support overall business objectives and operational excellence.
Minimum Requirements
- Bachelor's degree in any discipline with at least 3 years of supervisory experience.
- Experience in the insurance industry or financial institutions (FI) is strongly preferred.
- Background in a service‑related industry is an added advantage.
- Strong passion for delivering excellent customer service.
- High integrity, professionalism, and strong work ethics.
- Excellent verbal and written communication skills.
- Strong complaint management, analytical, and problem‑solving abilities.
- Pleasant, patient, and customer‑focused attitude.
- Adaptability to fast‑paced and evolving environments.
