Assistant Manager - Contact Centre (Regional Shared Service)

About the Job

About the Job

The Assistant Manager, Contact Centre (Regional) supports the Manager in overseeing daily contact centre operations while ensuring service excellence, regulatory compliance, and staff development. This role acts as a key bridge between frontline Associates and Management, providing operational leadership, coaching, hands-on support, and escalation management.

In addition to supervisory responsibilities, the Assistant Manager is required to perform frontline contact centre duties to support operational needs, manage peak volumes, and remain closely connected to customer experience and ground realities.

 

·    Support the Manager in supervising a team of Regional Contact Centre Associates to ensure smooth daily operations across phone calls and live chats.

·    Perform frontline contact centre duties, including attending to customer and financial representative enquiries, especially during peak periods, manpower shortages, system downtime, or special campaigns.

·    Act as a first-level escalation point for complex or sensitive customer enquiries and complaints that cannot be resolved at the Associate level.

·    Monitor team and individual performance against KPIs such as service quality, productivity, turnaround time, and customer satisfaction.

·    Conduct regular coaching, on-the-job guidance, side-by-side monitoring, and feedback sessions to support staff capability building.

·    Assist in workforce planning activities, including roster management, attendance monitoring, and adherence to shift schedules.

·    Deliver professional, accurate, empathetic, and timely responses when handling frontline interactions.

·    Drive and role-model first-touch resolution and quality closure of customer cases.

·    Identify recurring service issues and customer pain points through both frontline handling and performance reviews and recommend improvement opportunities.

·    Foster a customer-first mindset and strong service culture within the team.

·    Ensure strict adherence to internal policies, SOPs, and regulatory requirements (e.g. PDPA, MAS Guidelines) in both supervisory and frontline work.

·    Be accountable for identifying business, operational, and regulatory risks, and take appropriate steps to mitigate them.

·    Maintain awareness of industry trends, emerging risks, and regulatory updates, and proactively highlight potential concerns.

·    Support compliance reviews, audits, and governance-related initiatives as required

·    Assist the Manager in tracking, analysing, and reporting team and operational performance trends.

·    Identify process gaps and inefficiencies observed from frontline handling and operational oversight.

·    Support ad-hoc initiatives, projects, UATs, system enhancements, and operational changes as assigned by the Manager or Head of Department.

·    Support knowledge sharing by keeping the team updated on product enhancements, system changes, and process updates.

·    Perform additional or overtime duties during operational exigencies when required.

·    Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.

·    Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.

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

·    Assist with ad-hoc initiatives/ projects as and when delegated by Managers/ Head of Department.

 

We are looking for people who

·       [Hold a minimum Degree qualification in a relevant field

·       (Diploma holders with strong experience may be considered).

·       Have at least Minimum 3 years in a servicing environment (Contact Centre or front‑end servicing) Minimum 2 years in a team‑leading role (Assistant Manager or Senior Supervisor) Preferably in the Life Insurance industry

·       Demonstrate strong interpersonal and communication skills with proven customer service, conflict resolution, and problem‑solving abilities.

·       Are proficient in Contact Centre and customer servicing tools such as:

·       CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.

·       Preferably possess Malaysia and Singapore insurance certifications (TBE, BCP, PGI, HI, CMFAS) or equivalent insurance knowledge.

·       Have a solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM).

·       Demonstrate excellent command of spoken and written English; Mandarin proficiency is an added advantage.

·       Exhibit strong leadership qualities with the ability to motivate, influence, and lead teams to meet KPIs.

·       Can work under pressure in a fast‑paced, high‑volume, dynamic environment.

·       Show strong teamwork, resilience, adaptability, and commitment to continuous improvement and service excellence.

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.