Change Management Specialist (Insurance)

A leading insurance provider in Kuala Lumpur is seeking a Change Management Specialist to champion the transformation of agency operations through innovative change management strategies. This pivotal role offers you the opportunity to shape the future of digital adoption within a dynamic, supportive environment that values your expertise in driving agent engagement and implementing impactful communication plans.

What you'll do:

As a Change Management Specialist (Insurance) based in Kuala Lumpur, you will play an instrumental role in shaping how agency teams embrace new technologies and processes. Your day-to-day responsibilities will involve crafting strategic change management plans tailored to both digital innovation projects and broader agency initiatives. You will design compelling communication campaigns that foster agent buy-in while creating practical resources—such as training materials and video guides—to facilitate smooth transitions. By leading helpdesks or clinics nationwide in collaboration with subject matter experts, you will ensure agents receive the support they need throughout each stage of implementation. Gathering feedback through focus groups will allow you to continuously refine strategies for greater effectiveness. Working within an Agile Squad structure means you’ll collaborate closely with colleagues from various departments—including Marketing and IT—to deliver cohesive go-to-market approaches. Your ability to interpret data trends will be crucial in identifying areas for improvement while maintaining high levels of agent engagement through regular communications. Ultimately, your efforts will directly contribute to optimising operational outcomes by bridging strategic gaps and supporting the successful adoption of innovative solutions.

• Develop, plan, and execute robust change management strategies for both digital and agency-related projects, ensuring alignment with organisational goals and agent needs.
• Design and implement comprehensive communication plans, including outreach programmes aimed at enhancing agent engagement and promoting adoption of key initiatives such as new digital tools.
• Create engaging launch materials such as circulars, posters, training decks, FAQs, video guides, and other resources to support project rollouts and ensure clear messaging.
• Lead nationwide helpdesks or clinics in partnership with subject matter experts to provide hands-on support during implementation phases.
• Conduct focus group sessions with agents to gather actionable feedback, analyse insights, and present recommendations for ongoing improvement to stakeholders.
• Map out the agent experience journey by developing targeted engagement strategies that reflect agents’ behaviours, motivations, and requirements.
• Work collaboratively within Agile Squad structures alongside Agency Distribution, Marketing, IT, and other departments to execute go-to-market strategies effectively.
• Partner with Marketing teams to refine content and messaging based on what resonates most with agents and customers for maximum impact.
• Utilise data analytics to identify trends, uncover insights into agent behaviour, and explore opportunities for increasing adoption rates, lead generation, and conversions.
• Drive consistent communication efforts through updates, reminders, and activities designed to sustain long-term usage of digital tools in line with performance targets.

What you bring:

To excel as a Change Management Specialist (Insurance), you will bring extensive experience managing large-scale change initiatives within complex environments—ideally within financial services or insurance. Your background should include designing impactful training programmes as well as orchestrating successful marketing or sales campaigns that drive measurable results. Strong analytical abilities are essential; you must be comfortable interpreting data using advanced Excel skills to inform your recommendations. Effective communication lies at the heart of this position: your capacity to engage stakeholders at every level—both internally across departments like Marketing or IT and externally with agents—will set you apart. A self-motivated attitude allows you to manage competing demands independently while remaining responsive to evolving business needs. Experience working cross-functionally within Agile frameworks will further enhance your ability to deliver integrated solutions that resonate with end users. Finally, your willingness to travel ensures you can provide hands-on support wherever it’s needed most.

• A Bachelor’s degree in any discipline is required; preference given to those with qualifications in Business, Marketing, Commerce or related fields.
• At least 10 years of relevant experience in change management or campaign management within complex organisations is essential for success in this role.
• Demonstrated expertise in training delivery as well as driving results through sales campaigns, contests or loyalty programmes is highly valued.
• Exceptional presentation skills are necessary along with proven ability to develop effective presentation materials tailored for diverse audiences.
• Advanced proficiency in Microsoft Excel is required for analysing data sets and generating actionable insights that inform decision-making processes.
• Outstanding communication skills in English—and ideally local languages—are needed for engaging effectively across all levels of the organisation.
• A results-oriented approach combined with strong follow-through capabilities ensures timely execution of key initiatives.
• Self-motivation coupled with the ability to work independently under minimal supervision is important for managing multiple priorities efficiently.
• Prior experience within the financial services industry is preferred as it provides valuable context for understanding sector-specific challenges.
• Possession of own transport along with willingness to travel as required enables effective support of nationwide projects.

What sets this company apart:

This organisation stands out as one of Malaysia’s most respected insurance providers due to its unwavering commitment to employee development and inclusive workplace culture. Here you’ll find a supportive leadership team dedicated not only to delivering exceptional service but also fostering an environment where knowledge sharing is encouraged at every level. Flexible working opportunities are available so you can balance personal commitments alongside professional growth ambitions. The company invests heavily in training opportunities designed specifically for those eager to expand their skillsets while contributing meaningfully towards transformative projects. With access to cutting-edge technology platforms—and a genuine emphasis on collaboration—you’ll have everything needed to succeed while making a tangible impact on both colleagues’ experiences and customer satisfaction alike.

What's next:

If you are passionate about driving positive change within the insurance sector and ready for your next challenge in Kuala Lumpur, this is your chance to make a lasting impact — Apply today by clicking on the link or contact Aaron Low at Aaron.Low@robertwalters.com.my or +603 2303 7070

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