APAC Consumer Servicing Delivery Lead

Chubb Ltd.; Malaysia; Hybrid; MYR 180,000 - 260,000; Full time

Job summary

Chubb Business Services Malaysia Sdn Bhd seeks an experienced Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. The role leads end-to-end change initiatives, moving from traditional touchpoints to digital and voice self-service ecosystems, with a data-led approach and cross-functional governance.

The position focuses on change delivery, benefit realization, and IVR optimization, ensuring measurable value.

Qualifications

• 10+ years of experience in operations, change delivery, or digital transformation.
• Proven experience as a Delivery Lead driving end-to-end change.
• Background in cloud voice platforms and IVR optimization, NICE CXOne preferred.

Responsibilities

• Own end-to-end delivery roadmap, backlog, and release priorities across APAC.
• Lead benefit realization with measurable, tracked outcomes.
• Facilitate change management and stakeholder alignment across markets.
• Coordinate servicing-to-sales delivery and ensure go-live readiness.
• Design and optimize call flows and IVR to improve customer journeys.
• Promote regional standards for voice capabilities and governance.

Skills

Change delivery

Change management

Stakeholder facilitation

Problem solving

Continuous improvement

Stakeholder influence

Tools

NICE CXOne

Job description

Chubb Business Services Malaysia Sdn Bhd seeks an experienced Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. The role leads end-to-end change initiatives, moving from traditional touchpoints to digital and voice self-service ecosystems, with a data-led approach and cross-functional governance.

The position focuses on change delivery, benefit realization, and IVR optimization, ensuring measurable value.