Head of Policy Servicing

A leading life insurer in Kuala Lumpur is seeking a Head of Policy Servicing to guide and elevate their policy administration function. This pivotal role offers you the opportunity to shape strategic direction, drive operational excellence, and nurture a large, diverse team dedicated to delivering outstanding customer service for in-force life insurance policies.

What you'll do:

As Head of Policy Servicing based in Kuala Lumpur, you will play an integral role in shaping the future of policy administration for a leading life insurer. Your daily responsibilities will involve guiding a large team towards achieving high standards of accuracy and timeliness in servicing life insurance policies.

• Set the strategic direction for the Policy Servicing function, ensuring alignment with organisational goals and customer needs.
• Oversee day-to-day operations to guarantee that all policy servicing transactions are processed accurately and within agreed service standards.
• Lead, develop, and manage a large team by nurturing talent, promoting accountability, and supporting succession planning efforts.
• Review operational performance regularly, optimising resource allocation and workflows to improve productivity and service quality.
• Identify opportunities for process simplification, automation, and system enhancement by collaborating closely with Technology and other key stakeholders.
• Maintain effective operational controls while ensuring strict adherence to applicable regulatory requirements and internal policies.
• Work collaboratively with relevant business functions to resolve complex servicing matters and escalations in a considerate manner.
• Provide senior management with clear updates on performance metrics, operational risks, and improvement priorities through dependable communication channels.
• Champion an inclusive culture that supports ongoing training opportunities for team members to enhance their skills in policy administration.

What you bring:

The ideal candidate for Head of Policy Servicing brings extensive experience from the insurance sector—particularly within life insurance policy administration or servicing, and has held significant supervisory or leadership positions over the past decade.

• At least 20 years of experience within the insurance industry, specifically focused on life insurance policy administration or servicing.
• A minimum of 10 years spent in supervisory or leadership roles managing large teams.
• Proven track record managing teams comprising 50 or more employees with compassion and dependability.
• Strong strategic thinking abilities supported by a structured approach to problem-solving and attention to detail

What sets this company apart:

With robust systems in place for operational control and compliance, you can trust that your contributions will be valued as part of a larger mission aimed at enhancing customer satisfaction across Malaysia’s insurance landscape.

What's next:

Apply via the link provided or reach out to Yi Ling at yiling.chai@robertwalters.com for a confidential discussion. If this opportunity isn't for you but you know someone who may be suitable, referrals are always welcome.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C