Chief Policy Servicing & Digital Transformation

Tap Growth ai; Petaling Jaya; On-site; MYR 350,000 - 520,000; Full time

Job summary

PeopleLAKE is seeking a highly experienced Head of Policy Servicing to oversee the policy administration function, driving operational excellence and ensuring regulatory compliance across the policy lifecycle. The role demands strategic leadership, large-scale team management, and a proven track record of transforming processes to enhance customer experience.

The incumbent will collaborate with underwriting, claims, IT, and distribution teams to streamline workflows, establish KPIs/SLAs, and

Qualifications

• Minimum of 20+ years in the insurance industry.
• Minimum of 10 years in a senior supervisory or management capacity.
• Proven track record of managing large operations teams.
• Extensive experience in Policy Administration or Policy Servicing.

Responsibilities

• Develop and execute the strategic roadmap for the Policy Administration department.
• Lead, mentor, and manage a large-scale operations team with KPIs and SLAs.
• Ensure end-to-end policy lifecycle compliance and drive process improvements.
• Collaborate with Underwriting, Claims, IT, and Distribution to remove bottlenecks.

Skills

Strategic thinking

Structured & detail-oriented

Communication skills

Change management

Job description

PeopleLAKE is seeking a highly experienced Head of Policy Servicing to oversee the policy administration function, driving operational excellence and ensuring regulatory compliance across the policy lifecycle. The role demands strategic leadership, large-scale team management, and a proven track record of transforming processes to enhance customer experience.

The incumbent will collaborate with underwriting, claims, IT, and distribution teams to streamline workflows, establish KPIs/SLAs, and