Assistant Manager, Certificate Servicing – Special Project (GETB)

The candidate is expected to assist the Manager/Head of Department on operational incidents, the medical repricing project, and system enhancements, which involve Business-As-Usual enhancements as well as Day-2 product implementation enhancements, or any other projects assigned by the Manager/Head of Department.

• Initiatives for Business Core Systems and other subsystems.
• Handle any compliance, potential non-Shariah, or Bank Negara Malaysia issues.
• Implement the Operations strategy to support the company’s goals.
• Responsible for system enhancements (referring to enhancements needed to address compliance issues, simplify backend processing, or correct mistakes or production issues that were omitted during previous enhancements, etc.), Day-2 issues (monitoring the Day-2 list to ensure the Customer Service team performs system enhancements before incidents occur, for example, ensuring the recurring partial withdrawal function is enhanced before the eligibility period is reached if the product launched with Day-2 functionality allowing this only after one year), and ensuring there are no non-compliance issues.
• Work, share, and communicate with the Customer Service Team, GETB Operations, and GELM on all operations tasks/issues, updated operational procedures, new products, system enhancements, etc.
• Monitor, measure, and manage the operational performance of the processes in the Certificate Management Unit within the specific turnaround time.
• Management functions (include Partial Withdrawal, Revival, Surrender, Non-Disclosure, Free Look, Major Alteration, etc.)
• Responsible for Customer Service and New Business underwriting.
• Support the Head/Manager of Customer Service in leading the section to achieve the operational and performance goals of the department.
• Assist the Head/Manager of Customer Service in setting operational and performance goals for subordinates and implementing Customer Experience initiatives to align the business with Takaful principles and good governance.
• Supervise, coordinate, and guide the team in providing support for the Customer Service functions and/or supporting enhancement implementation within company guidelines, regulatory, statutory, and Shariah compliance.
• Attend and manage audit and regulatory matters related to the Certificate Management Unit and implement and ensure a sound risk management system for the department.
• Review Standard Operating Procedures and perform quality checks on the processes in the Certificate Management Unit.
• Train and cross-train within or outside the unit.
• Plan and organise staff development, including succession planning, and build a healthy working environment.
• Provide solutions for all escalated cases.
• Perform any ad-hoc duties assigned by the supervisor.
• 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 in order to understand the risk and better safeguard the company.
• Highlight any potential concerns /risks and proactively shares best risk management practices.

• Formal Degree or higher qualifications.
• Other professional qualifications in Insurance/Takaful (for example, Associate of the Malaysian Insurance Institute/Diploma in Malaysian Insurance Institute/Life Office Management Association) are an added advantage.
• Leadership and people management skills.
• Good sense of urgency and results-driven.
• People-oriented and customer-focused.
• Coaching and mentoring skills.
• Ability to drive and motivate staff.
• Good communication and relationship-building skills.
• Analytical and able to see the overall picture.
• Systematic and strong follow-up and follow-through skills.
• Problem-solving and decision-making skills.
• High level of integrity, take accountability of work and good attitude over teamwork.
• Take initiative to improve current state of things and adaptable to embrace new changes.