Manager, Group Processing, Certificate Admin & Group Processing

About the role

The position is required to ensure continuity of day-to-day Group Processing operations, maintain operational control, service delivery standards, stakeholder support, and effective oversight of business activities. The role is critical to mitigate operational risks and ensure uninterrupted support for business growth, regulatory compliance, and customer commitments.

Key responsibilities

• Lead, manage, and develop the Group Processing team to ensure efficient execution of new business and servicing operations.
• Provide coaching, guidance, and performance management to team members, including capability development, succession planning, and knowledge transfer.
• Oversee day-to-day operational activities and ensure all transactions are processed accurately and within the agreed turnaround time (TAT) and service level agreement (SLA).
• Review and monitor operational performance, productivity, and service quality to ensure compliance with internal policies, SOPs, and regulatory requirements.
• Establish and drive continuous process improvement initiatives to enhance operational efficiency, customer experience, and risk management.
• Ensure adequate operational controls and quality assurance measures are implemented and maintained across all business processes.
• Review and approve payment-related documents, including Payment Request Forms (PRF), Payment Control Advice (PCA), Stop Payment Requests, and other operational approvals within authorized limits.
• Oversee the processing of new business, certificate servicing transactions, and exception handling activities to ensure timely resolution and service delivery.
• Act as the key escalation point for operational issues, stakeholder concerns, and complex cases requiring management intervention.
• Prepare, review, and present management reports, production statistics, operational dashboards, and key performance indicators (KPIs) to Management.

About you

• Must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Life insurance background preferably with exposure to Takaful products.
• Familiar with process flow, system development methodology, and system testing.