Assistant Manager, Business Analyst Customer Care (Great Eastern Takaful Berhad)

To support Customer Service operations by analyzing business requirements, process enhancements, and supporting digital initiatives to improve customer and agent servicing. The role works closely with Operations Support, IT, and other stakeholders to deliver business improvements and operational efficiency.

Key Responsibilities

• Support business requirement gathering and documentation for system enhancements and process improvements.
• Coordinate system enhancement requests and liaise with IT, vendors, and stakeholders to ensure timely delivery.
• Support Customer Care initiatives, projects, and digital transformation efforts.
• Coordinate and support User Acceptance Testing (UAT), including test preparation, execution, defect tracking, and post-implementation validation.
• Review and identify opportunities to improve Customer Care processes, turnaround time, productivity, and customer experience.
• Support implementation planning, issue resolution, and post-implementation monitoring.
• Prepare project status reports, management updates, and operational analysis.
• Ensure system enhancements and process changes comply with governance, regulatory, and audit requirements.
• Perform any other duties or assignments as may be directed by Management.

We are looking for people who

• Bachelor's degree in Business, Information Systems, Insurance or a related discipline.
• Minimum 3–5 years of relevant experience in business analysis, certificate processing, or system enhancement roles.
• Experience in business requirement gathering, system enhancements, and User Acceptance Testing (UAT).
• Proficient in Microsoft Office applications (Excel, PowerPoint).
• Good understanding of Customer Service operations and customer journeys.
• Strong analytical, communication, coordination, and stakeholder management skills.
• Good appreciation of governance, compliance and audit requirements.