Group Servicing Lead, Assistant Manager

Job Summary

Evaluates, assigns and monitors the team’s activities to ensure work completion in order to improve work output. They resolve complex transactions, customer inquiries, policy or billing questions by being a subject matter expert. Responsible for the development of team members as well as implementing plans that improve the work environment and business result.

Key Accountabilities

• Supervises assigned team members’ daily activities. Assists management by evaluating, assigning, and monitoring workflow to ensure work completion and teamwork of the Service Operations team.
• Tracks the team's production progress towards daily, weekly, and monthly goals and deadlines, and takes pro-active steps, maintains thorough and current working knowledge of procedures, methods and regulatory requirements, and partners with other leaders to develop, pilot and execute improvements.
• Understands, supports and advocates the organization’s overall strategy and communicates company strategies related to product, processes, policies and practices.
• Interacts with and responds to customer inquiries or escalations, as requested, and models, promotes and advocates Zurich’s core values.

Performance Management Accountabilities

• Demonstrates commitment to corporate values.
• Takes accountability for participating in the performance management cycle.
• Takes action to improve performance on the job.
• Assists and supports co-workers.
• Takes action to manage own personal development.

Functional Skills
Product & Service Management - Proficiency Level 2
Operational Excellence - Proficiency Level 2
Office Administration - Proficiency Level 2
Cross-Functional Skills
Accuracy & Attention to Detail - Proficiency Level 3
Customer Service - Proficiency Level 2
Effective Communication - Proficiency Level 2
Organizational Agility - Proficiency Level 2
Problem Solving - Proficiency Level 1
Project / Program Management - Proficiency Level 1
Relationship Management - Proficiency Level 1
Stakeholder Management - Proficiency Level 2
Networking - Proficiency Level 2

Requirements

• Diploma, Advanced/ Higher/ Graduate Diploma, Economics, Information Technology, Business Studies/ Administration/ Management, Marketing, Commerce or equivalent.
• Proficient in MS Office (Word, Excel & Outlook).
• A minimum of 4 years working experience in the related field.
• Resilient to thrive in a complex environment.

Location: Kuala Lumpur

Recruiter: Sheela