Assistant Manager - Digital Customers Platform

To ensure the stability, reliability, and continuity of production systems. This role is responsible for overseeing production service request setup, resolving complex production issues, and delivering accurate management reporting to support informed decision‑making. Through effective operational execution, the role enables timely delivery of platform enhancements and compliance initiatives while mitigating operational risks. Strong performance in this function is essential to maintaining customer experience, supporting digital transformation objectives, and upholding regulatory and operational standards. 

Key Responsibilities: 

• Managing end-to-end lifecyle of platform setup requests, ensuring all condfigurations are deployed within agreed Service Level Agreements (SLAs) 

• Ensure requests are properly validated, approved, and implemented in accordance with operational and security standards 

• Serve as point of contact for application related queries, providing timely troubleshooting and resolution. 

• Ensure service restoration / defect resolution within defined SLAs and business expectations. 

• Build and maintain repository of common queries and solutions to empower self-service and reduce repetitive support volume. 

• Prepare and deliver regular management reports on system health and performance. 

• Provide data insights to support decision‑making and prioritization

• Embrace digital innovation and are passionate about creating seamless customer experiences across platforms. 

• Think strategically and can translate business objectives into actionable digital solutions. 

• Collaborate effectively with cross-functional teams, bringing clarity and alignment to complex projects. 

• Are data-driven, able to use insights to guide decisions and continuously improve performance. 

• Adapt quickly in a fast-paced environment and thrive on solving challenges creatively. 

• Champion governance and compliance, ensuring security and trust in every customer interaction. 

• Have knowledge on: 

1. Mobile technology, IoT, app ecosystem and APIs (preferably) 


2. Great Eastern's insurance processes, procedures, and policies 


3. 
   

   Fundamentals of Business Analysis