Manager, Customer Onboarding - Group Business, Customer Experience (Great Eastern Takaful Berhad)

About the Job

Responsible for managing the end-to-end operations of the Group Business (CTB) function, covering Employee Benefits (EB) / GMBTS business portfolios. The role oversees new business processing, scheme administration, member servicing, billing, contribution collection, renewals, and operational support activities to ensure service excellence, regulatory compliance, and effective delivery of business objectives. The incumbent is also responsible for leading the team, driving operational improvements, and supporting business growth through efficient and well-governed processes.

Key Responsibilities

Operational Management

• Manage and oversee daily operations for Group Business onboarding processes.
• Ensure timely processing of new business submissions, renewals, member movements, servicing requests, billing, contribution collection, and scheme maintenance activities.
• Monitor service delivery against agreed turnaround times, service standards, and operational KPIs.
• Ensure transaction accuracy, operational efficiency, and compliance with regulatory and internal requirements.

Team Leadership & People Management

• Lead, coach, and develop a team of Assistant Managers, Associates, and support staff.
• Monitor team performance and productivity to ensure workload is effectively managed.
• Foster a culture of accountability, continuous learning, and customer-centric service delivery.
• Support succession planning and capability development within the team.

Process Improvement & Transformation

• Continuously review existing processes and identify opportunities to improve productivity, quality, customer experience, and operational controls.
• Support implementation of system enhancements, automation initiatives, and digital transformation projects such as e-Workflow, GMBTS enhancements, and operational process improvements.
• Participate in business projects, product development activities, and change implementation initiatives affecting Group Business operations.

Stakeholder Management

• Collaborate closely with Distribution, Product Development, Finance, IT, Risk & Compliance, and other business units to ensure smooth execution of operational activities.
• Serve as the primary operational contact for Group Business-related matters and escalations.
• Support business growth initiatives by ensuring operational readiness and effective implementation.

Reporting & Planning

• Monitor operational trends, service performance, and resource utilisation.
• Prepare management reports, operational updates, and performance analysis for HOD review.
• Support manpower planning, workload management, and budget monitoring within the function.

Governance, Risk & Compliance

• Ensure adherence to BNM regulations, internal policies, operational guidelines, and Group governance requirements.
• Manage audit observations, risk incidents, corrective action plans, and control enhancement initiatives within the function.
• Identify operational risks and implement appropriate preventive and corrective measures.
• Maintain accurate documentation, SOPs, and audit trails.
• 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

• Bachelor's Degree in Business, Insurance, Takaful, Finance, or related disciplines.
• Minimum 6-8 years of relevant experience in insurance/takaful operations, preferably in Group Business, Employee Benefits, or Corporate Business administration.
• At least 2-3 years of supervisory or people management experience.
• Sound knowledge of Group Insurance/Takaful operations, including onboarding, servicing, renewals, billing, and contribution management.
• Familiarity with regulatory and compliance requirements within the insurance/takaful industry.
• Strong operational, analytical, and problem-solving skills.
• Experience managing operational projects, process improvements, or system enhancement initiatives.
• Strong stakeholder management and communication skills.
• Able to work independently, manage competing priorities, and perform effectively in a fast-paced environment.
• Demonstrates leadership capability, accountability, integrity, and a continuous improvement mindset.
• 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.