Manager, Certificate Servicing (Great Eastern Takaful Berhad)

About the Job

To manage certificate servicing operations, ensuring timely, accurate, and compliant processing of transactions. The role requires close involvement in operational delivery while maintaining effective oversight, strong controls, and service quality.

Key Responsibilities

• Manage end-to-end certificate servicing activities, including but not limited to suspense clearance, financial alterations, assignment, nomination, and other servicing transactions.
• Ensure transactions are processed accurately, within agreed turnaround time, and in compliance with internal policies and regulatory requirements.
• Oversee and drive the timely resolution of suspense and outstanding items, including investigation and follow-up on discrepancies.
• Review and resolve complex or escalated cases, and provide guidance to the team where necessary.
• Maintain effective operational controls and quality assurance, ensuring readiness for audit and compliance requirements.
• Monitor backlog, ageing, and processing performance, and take appropriate actions to address gaps and improve efficiency.
• Work closely with internal stakeholders (e.g. Finance, IT, Distributions) to resolve operational issues and enhance workflow effectiveness.
• Support system-related initiatives, including UAT, validation, and post-implementation review, where applicable.
• Identify and drive process improvements to enhance turnaround time, accuracy, and overall service quality.
• Support management reporting and operational updates as required.
• Undertake any other ad-hoc duties or initiatives as assigned by Management from time to time.

We are looking for people who

• Bachelor's degree in any discipline; insurance/takaful qualifications are an advantage.
• Minimum 5–8 years of experience in insurance/takaful operations, particularly in certificate servicing.
• Strong understanding of certificate servicing operations
• Detail-oriented with strong execution discipline
• Good analytical and problem-solving skills
• Ability to balance operational delivery with team guidance
• Effective stakeholder management and communication skills
• Familiarity with operational systems and controls
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Take initiative to improve current state of things and adaptable to embrace new changes.