About the Job
Lead and oversee GETB's billing and collection operations across Agency, Bancassurance and Corporate Takaful Business channels. The role is accountable for accurate and timely billing registration, contribution collection, payment-method administration, alterations and related enhancements within agreed service levels. The incumbent will strengthen collection effectiveness, customer experience, governance and operational resilience while ensuring compliance with applicable regulatory, Shariah, risk and corporate requirements.
Key Responsibilities
A. Process Improvement, Digitalisation & Change
- Continuously review and document end-to-end billing and collection processes, business rules, controls and SOPs to improve efficiency, accuracy and scalability.
- Identify automation, digital-payment and straight-through-processing opportunities that improve collection success rates, reduce manual intervention and strengthen controls.
- Develop business requirements, assess solution designs, support user acceptance testing, manage operational readiness and provide formal business sign-off within delegated authority.
- Participate in product and change governance forums to assess billing and collection impacts, including application forms, customer communications, contract wording, process flows and system requirements.
- Monitor industry, regulatory and technology developments relevant to billing, digital collection, fraud prevention and payment security, and recommend appropriate enhancements.
B. Billing & Collection Operations
- Lead day-to-day billing and collection activities across supported payment facilities, including BPA, DDA, JomPAY, GIRO, ePay, card recurring payment and other approved channels.
- Ensure billing registrations, amendments, payment-method updates, deductions, allocations, refunds and related transactions are processed accurately, completely and within agreed service-level and turnaround-time standards.
- Monitor billing and collection performance, exception volumes, unsuccessful deductions, outstanding contributions and ageing trends; initiate timely follow-up and corrective actions.
- Ensure payment and customer information is accurately maintained, appropriately protected and reconciled with relevant systems and records. Coordinate month-end and ad hoc operational activities to support timely reporting, reconciliation and issue closure.
C. Controls, Risk & Compliance
- Establish and maintain effective operational controls, maker-checker arrangements, approval authorities and exception-management processes for billing and collection activities.
- Identify and assess operational, conduct, fraud, regulatory and customer-impact risks, and implement proportionate preventive and detective controls.
- Ensure processes comply with applicable laws and regulatory requirements, Takaful and Shariah principles, company policies, SOPs, data-protection requirements and good-governance practices.
- Escalate material incidents, control weaknesses and emerging risks promptly; oversee root-cause analysis, corrective action plans and sustainable closure.
- Support internal and external audits, compliance reviews, risk assessments and regulatory information requests, ensuring responses and remediation actions are accurate and delivered on time.
D. Service Delivery & Customer Experience
- Drive reliable, transparent and customer-centric billing and collection practices, including clear handling of unsuccessful deductions, payment exceptions and customer or intermediary enquiries.
- Work with customer service, distribution channels and relevant stakeholders to resolve complex cases and minimise service disruption, certificate impact and repeat complaints.
- Monitor service performance against agreed KPIs and SLAs and implement recovery plans where standards are not achieved.
E. Stakeholder & Vendor Management
- Partner with banks, Biro Perkhidmatan Angkasa (BPA), payment gateways, acquiring banks, Great Eastern counterparts, technology teams and service providers on new facilities, operational issues and service improvements.
- Monitor external service-provider performance against contractual obligations and SLAs; address deficiencies and escalate material concerns.
- Provide accurate management information, operational analysis and recommendations to support department and company objectives.
F. People Leadership & Resource Management
- Lead, coach and develop the Billing & Collection team, setting clear accountabilities, performance expectations and development plans.
- Plan workload, capacity and resources; delegate appropriate authority while maintaining accountability for quality, service and controls.
- Promote a culture of ownership, integrity, collaboration, continuous improvement and constructive challenge.
- Manage operating costs and resources prudently within approved budgets.
- Perform other duties assigned by the Head of Customer Onboarding & Billing or management.
We are looking for people who has
- Bachelor's degree in Business Administration, Finance, Accounting, Economics, Information Systems or a related discipline.
- Minimum 5-6 years of relevant experience in life insurance, family Takaful, financial services, billing, contribution management, collections or payment operations.
- At least 2 years of people-management or supervisory experience is preferred.
- Practical experience in contribution management, recurring billing, digital collections, payment gateways, bank interfaces or credit control is an advantage.
- Experience in audit, operational risk, compliance, process improvement, system implementation or business-requirement development is preferred.
- 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.
- Strong knowledge of billing, collection, payment operations and customer servicing; knowledge of life insurance or family Takaful operations is preferred.
- Sound understanding of operational risk, internal controls, data confidentiality, regulatory compliance and governance requirements.
- Strong analytical, problem-solving and quantitative skills, with the ability to interpret operational data and identify root causes.
- Ability to manage ambiguity, make sound decisions, prioritise competing demands and escalate matters appropriately.
- Effective leadership, coaching, stakeholder-management, negotiation and communication skills.
- Proven ability to plan and implement process, system and operational changes.
- Proficiency in Microsoft Excel, Word, PowerPoint, Outlook and relevant workflow or operational systems; exposure to dashboards and automation tools is an advantage.
- Detail-oriented, organised, self-motivated and able to work independently while collaborating across functions.
- High integrity, accountability, customer focus and commitment to teamwork and continuous improvement.
