APAC Consumer Servicing Delivery Lead: Change & ROI

Chubb Life Fund; Malaysia; On-site; MYR 180,000 - 260,000; Full time

Job summary

Chubb Business Services Malaysia Sdn Bhd seeks a seasoned Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. You will own end-to-end change initiatives, migrate to digital self-service ecosystems, and ensure data-driven benefits realization across IVR optimization and multi-channel servicing.

The role requires strong change leadership, governance discipline, and cross-functional collaboration to translate strategic roadmaps into operational

Qualifications

• 10+ years of experience in operations, change delivery, or digital transformation.
• Proven delivery lead with end-to-end program management.
• Expertise in governance, RAID, and benefits realization.
• Experience in driving cross-functional alignment across regions.
• Strong analytical capability with data insights.

Responsibilities

• Own end-to-end delivery roadmap, backlog, and release priorities across APAC.
• Lead benefit realization, with measurable cost-to-serve reductions and ROI.
• Drive change management, stakeholder facilitation, and adoption across markets.
• Coordinate Servicing-to-Sales initiatives and ensure go-live readiness.
• Design and optimize call flows, IVR, and self-service journeys.

Skills

Delivery leadership

Change management

Stakeholder facilitation

Data-driven decisions

Cross-functional collaboration

Tools

NICE CXOne

Job description

Chubb Business Services Malaysia Sdn Bhd seeks a seasoned Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. You will own end-to-end change initiatives, migrate to digital self-service ecosystems, and ensure data-driven benefits realization across IVR optimization and multi-channel servicing.

The role requires strong change leadership, governance discipline, and cross-functional collaboration to translate strategic roadmaps into operational