Manager, Customer Onboarding - Agency & Banca (GETB)

Responsible for overseeing the daily operations of a takaful organization new business onboarding process of Agency and Banca distribution channel, ensuring efficiency, regulatory compliance and alignment with strategic goals. This role involves managing cross-functional teams, optimizing workflows, and driving process improvements to enhance customer satisfaction and operational excellence.

Key Responsibilities

• Manage and monitor all group business submission and billing related process within the service standard and ensure all processes are done prudently and in accordance with all regulatory and corporate requirements.

• Maintain quality service by enforcing quality and customer service standard, analyzing and resolving problem. Identifying trends, recommendation system improvements.

• Continuously review and update/ document the administrative rules and processes for effective and efficient operation of the department

• Involved in NB and Record Management related project to improve service benchmark.

• Support HOD 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.

• Assist HOD to develop, manage and control the section’s expenditure within agreed budget.

• Monitor KPIs e.g. Service Level Agreement (SLA) and prepare reports for senior management. Checking, tracking and managing the department budget and resources planning to support sales target.

• Liaise with Product Development, Agency and Banca business development team, System vendor, Risk and Compliance on new change process to the system.

• Work closely with HOD to take part in department strategy planning and organizationwide projects.

• Engage team member to inspire and empower them to provide input into process change. Encourage team member to embrace the new process with SOP once it is implemented.

• Guide the team members to provide system and process enhancements on new products or existing ones and ensure products align with business goals, profitability targets, and regulatory requirements.

• Assist HOD in organizing, planning, and implementing strategy. Make sure all team members adhere to GETB’s policies and guidelines. Monitor operating costs, budgets and resources.

• Support any other tasks as and when required by superior.

• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.

• Adhere to regulatory and company policies regarding record retention and data security.

• Work with key stakeholders as a part of the leadership team to proactively shape the organisation’s culture and conduct environment that is aligned to the organization’s Core Values.

• Champion culture and conduct behavioral expectations within the Department/Division

• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.

• Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies to understand the risk and better safeguard the company.

• Highlight any potential concerns /risks and proactively shares best risk management practices.

• Bachelor’s degree in business administration, Finance, Insurance, or a related field. A master’s degree (e.g. MBA) or certifications (e.g. LOMA) is preferred.

• Have 5+ years’ experience in insurance operations, including supervisory roles. Experience in process optimization and cross-departmental collaboration is essential.

• Proven experience in leadership and team management.

• Detail-oriented, organized and with good communication & interpersonal skills.

• Analytical thinking and problem-solving.

• Work independently and be self-motivated. Ability to make independent decisions when circumstances allowed.

• Ability to plan, organize, develop and implement new process.

• Experience of working collaboratively within own team and across different department.

• Knowledge of insurance regulations and market trends would be an added value.

• Dynamic, fast-paced setting requiring adaptability to technological advancements and enhance operational performance (e.g. robotic automation and digital solutions).

• Demonstrate alignment with the organisation’s core values through expected behaviours.

• 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.

• 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.

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.