Assistant Manager - Customer Service & Retails Processing

Job Purpose

Work closely under the direction of the department’s team lead, managers and HOD to work closely with our Singapore Group Insurance Departments and provide customer service support to our clients, stakeholders, business partners and customers.

The Job

• Contact Centre Operations – Managing stakeholder’s/ business partners, customer queries and concerns and updates via calls and emails, handling escalations and ensuring all service deliverables are handles professionally, timely and aligned with Great Insurance operational requirements.
  
• Assist and support HOD/ Team Lead, Manager in overall operation which may include execution and support of urgent/ special taskforce, initiatives, escalation and investigation, Service Level monitoring, assignment of daily tasks/ scope and rostering. Assist on any other adhoc duties from time-to-time.
  
• AML creation/ initial setup in system
  
• Be professional and need to have positive attitude and mindset and strive to be a team player to ensure safe, positive and cohesive work culture and environment.
  
• Work closely with fellow team members and provide support to ensure all contact centre service agreement and KPI are met.
  
• Operational Support – Providing assistance to other internal departments e.G. escalating cases, queries and concerns
  
• Administrative Support – Assistance in shared administrative duties
  
• 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.
  

Our Requirements

• Diploma and above in any fields
  
• Have strong customer service skills and experience in the same field for at least 3 years
  
• Driven and target oriented.
  
• Demonstrates alignment with the organisation’s core values through expected behaviours.
  
• 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.
  

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios;
improving people’s lives by actively helping customers live healthier, better and longer;
and drive responsible business practices through material ESG risk management.

To all recruitment agencies:
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.