Assistant Manager, Business Analyst - Customer Service (GETB)
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Before you apply
LocationSingapore
Typefull-time
SeniorityMid
Experience3–5 yrs
Company size10,000+ people
First seenOct 18, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Bachelor’s degree in Business, Information Systems, Insurance or a related discipline
Minimum 3–5 years of relevant experience in business analysis, certificate processing, or system enhancement roles
Experience in business requirement gathering, system enhancements, and User Acceptance Testing (UAT)
Proficient in Microsoft Office applications (Excel, PowerPoint)
Good understanding of Customer Service operations and customer journeys
Strong analytical, communication, coordination, and stakeholder management skills
Good appreciation of governance, compliance and audit requirements
Skills
Microsoft Office
Excel
PowerPoint
About the role
To support Customer Service operations by analyzing business requirements, process enhancements, and supporting digital initiatives to improve customer and agent servicing. The role works closely with Operations Support, IT, and other stakeholders to deliver business improvements and operational efficiency.
Responsibilities
Key Responsibilities
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Support business requirement gathering and documentation for system enhancements and process improvements.
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Coordinate system enhancement requests and liaise with IT, vendors, and stakeholders to ensure timely delivery.
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Support Customer Care initiatives, projects, and digital transformation efforts.
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Coordinate and support User Acceptance Testing (UAT), including test preparation, execution, defect tracking, and post-implementation validation.
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Review and identify opportunities to improve Customer Care processes, turnaround time, productivity, and customer experience.
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Support implementation planning, issue resolution, and post-implementation monitoring.
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Prepare project status reports, management updates, and operational analysis.
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Ensure system enhancements and process changes comply with governance, regulatory, and audit requirements.
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Perform any other duties or assignments as may be directed by Management.
Requirements
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Bachelor’s degree in Business, Information Systems, Insurance or a related discipline.
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Minimum 3–5 years of relevant experience in business analysis, certificate processing, or system enhancement roles.
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Experience in business requirement gathering, system enhancements, and User Acceptance Testing (UAT).
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Proficient in Microsoft Office applications (Excel, PowerPoint).
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Good understanding of Customer Service operations and customer journeys.
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Strong analytical, communication, coordination, and stakeholder management skills.
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Good appreciation of governance, compliance and audit requirements.
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Champion and embody our Core Values in everyday tasks and interactions.
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Demonstrate high level of integrity and accountability.
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Take initiative to drive improvements and embrace change.
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Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
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Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
About the company
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of “AA-” by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern’s asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.