Assistant Manager, Complaint Handling

About the Job

To oversee and strengthen the organization's complaint handling, regulatory compliance, and administrative control functions by ensuring effective resolution, risk mitigation, and continuous improvement, thereby safeguarding the company's reputation and operational integrity

• Establishes and maintains policy, procedures, and user manual pertaining to handling of customer complaints.
• Oversight of complaints handled by all Departments to ensure adequate root cause analysis, and appropriate corrective actions.
• Handle high profile and unresolved complaints.
• Coordinate and be the point of contact to liaise with the regulatory and mediation bodies such as Bank Negara Malaysia (BNM), Financial Markets Ombudsman Service (FMOS) with regards to any complaint related issues, complaints, investigations or clarifications.
• Perform regular analysis of the data and furnish reports to the Board or delegated Board Risk Management Committee, SMT and Group Operations, or ad-hoc analysis and reports as required.
• To perform the secretariat function of quarterly and any ad hoc CERC meetings.
• As Complaints Statistics Statistical Officer for BNM Half Yearly STATsmart reporting.
• Undertakes system enhancement when necessary.
• Participate in department BCM activities.
• Undertakes ad hoc projects as assigned by Superior.
• 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.

We are looking for people with

• Qualifications – Tertiary or professional qualification in Statistics, Business Administration or Insurance.
• Experience – 1-3 years in Customer Service, Insurance or Banking Industry. Experience in handling complaints is added advantage.
• Probing nature, investigative technique & patience
• Customer focused and good telephone technique
• Problem solving & decision making
• Has integrity & trustworthy
• Able to handle difficult situation, has teamwork and cooperation
• Analytical thinking & detail oriented
• 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.

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