Job Summary:
We are seeking a dynamic and strategic Operations Lead to lead and drive excellence across our Insurance Operations team supporting the APAC market. This role demands a seasoned leader with a strong operational mindset, stakeholder management expertise, and a passion for continuous improvement. You will be accountable for end-to-end service delivery, team performance, client alignment, and operational transformation.
Key Responsibilities
Strategic Service Delivery Oversight
Own and manage end-to-end delivery across multiple insurance processes, ensuring SLA/KPI adherence, compliance, and client satisfaction.
Drive operational excellence through proactive risk mitigation, issue resolution, and continuous process improvement.
Leadership & Team Development
Lead, coach, and develop Team Leads and their respective teams to foster a culture of accountability, performance, and growth.
Champion succession planning, talent development, and engagement initiatives to build a resilient and future-ready workforce.
Stakeholder & Client Engagement
Act as the primary point of contact for client and internal stakeholder escalations, ensuring timely and effective resolution.
Facilitate regular governance meetings with clients and regional leadership, presenting performance insights and strategic recommendations.
Operational Planning & Transformation
Collaborate with cross-functional teams to streamline operations, implement automation opportunities, and enhance service delivery models.
Lead initiatives related to compliance, audit readiness, and data privacy across supported geographies.
Reporting & Analytics
Oversee the preparation and presentation of operational dashboards, trend analyses, and business reviews.
Use data-driven insights to inform decision-making and drive performance improvements.
Process Ownership & Compliance
Ensure adherence to local regulatory requirements and internal controls, especially in policy issuance, premium billing, and account handling.
Drive standardization and documentation of SOPs across markets.
Job Qualifications
- Minimum 5–7 years of experience in Insurance Operations, with at least 2 years in a managerial capacity overseeing multi-geography teams.
- Proven track record in client management, stakeholder alignment, and operational transformation.
- Strong leadership capabilities with experience in performance management, team development, and change leadership.
- Excellent communication skills in English; Cantonese proficiency is a strong advantage.
- Strong analytical mindset with experience in reporting, metrics tracking, and root cause analysis.
- Willingness to work in shifts and on Malaysia public holidays, based on business needs.