Assistant Manager, Customer Onboarding - Corporate Takaful Business (Great Eastern Takaful Berhad)

Accountable on daily operations of Corporate Takaful Business ( CTB ) channel which related to new business submission, movement, billing, endorsement; process within the service standard level and ensure all processes are done prudently and in accordance with all regulatory and corporate requirements.

Key Responsibilities

A. New Business Operations Oversight:

• Monitor and manage group business administration processes ( Employee Benefit and Voluntary Scheme) within the agreeable SLA by track the processing TAT and progress on monthly basis.
• Continuously review and update/ document the administrative rules and processes for effective and efficient operation of the department.
• Coordinate with underwriting, sales and others stakeholders to resolve application issues promptly.

B. People & Workload Management:

• Supervise and support associate junior staff in daily operations, providing training, guidance and performance feedback.
• Raise to manager to balance resource allocation across both channels, especially during peak period.

C. Process Improvement and Innovation

• Support the manager in development of system / process to manage risk and produce a pipeline of business operations requirements. Introduce innovative into process that can impact result, enhance efficiency and assist organization to meet business objective and goal. Understand process and drive change.
• Supervise and motivate staff to perform their best. Engage team member to inspire and empower them to provide input into process change. Encourage team member to embrace new process with Standard Operations Procedure ( SOP ) once it implemented.
• Involve in Product Working Committee (PWC) to evaluate the enhancement and provide requirements of each product development in related function. Reviewing and signing off for application forms, post sales documents (welcome letter, notification letter, preambles), contract wordings, business requirement documents; designing application submission flow and requirements.
• Participate in or lead system enhancement project and digital transformation initiatives to support business scalability and operational efficiency.
• Involve in process improvement, automation and digitalisation initiatives, including the review of business requirements, use cases (UC) and user acceptance outcomes to ensure effective implementation of system enhancements and operational controls.

D. Quality & Compliance Assurance

• Resolve issues arising from incident / audit report or event involving administration functions throughout the progress of a job from new business in forcing to any new business related function.
• Liaise with auditors, Great Eastern counterparts, service vendor, regulators etc for information / reports / feedbacks
• Ensure periodically review of SOP and adhere to internal policies, SOPs, and regulatory guidelines. Continuously review and update/ document the administrative rules and processes for effective and efficient operation of the department.
• Stay updated with regulatory changes and assess operational impact.

E. Stakeholder Engagement

• Coordinate movement, billing function by communicating regularly with Corporate Takaful Business (CTB) channel. Coordinate daily new business operations (e.g.new business submission, processing and refund). Follow up and liaise with relevant parties to ensure timely and quality delivery.
• Assisting manager in organizing, planning, and implementing strategy. Make sure all team members adhere to GETB's policies and guidelines. Monitor operating costs, budgets and resources.
• Liaise with Distribution, IT, Compliance and others internal departments to address operational issues and support business initiatives.
• Provide periodic reports and update to management on delivery performance, challenges and opportunities for improvement.
• Support manager in development of system / process to manage risk and produce a pipeline of business operations requirements. Introduce innovation into processes that can impact result, enhance efficiency and assist organization to meet business objective and goal. Understand process and drive change.
• 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 who

• Candidate must possess a bachelor's degree and at least 4 - 6 years of relevant experience in financial Life Insurance / Takaful.
• Must have proficiency with various software applications programs including email messaging applications, MS Word & Excel experience.
• Details-minded, organized and with good communication & interpersonal skills.
• Past experience in process improvement and automation
• Strong interpersonal skills communication skills and ability to work well in teams.
• Strong problem solving, analytical and quantitative skills.
• Work independently and be self-motivated. Ability to make independent decisions when circumstances allowed.
• Ability to plan, organize, develop and implement new process.
• Ability to innovate and optimize business processes.
• 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.