Commercial Operation Team Lead

Chubb External; Malaysia; On-site; MYR 180,000 - 240,000; Full time

Job summary

Chubb Business Services Malaysia Sdn Bhd is seeking an Operations Leader to manage a team of Operations Specialists delivering accurate commercial policy administration for brokers and distribution partners. You will coach the team, manage performance, and ensure SLA, quality, and regulatory compliance are consistently achieved.

You will escalate issues, support capacity planning, and drive continuous improvement in a shared-services environment, partnering with QA and training teams to raise

Qualifications

• Minimum 5 years’ experience in insurance operations.
• At least 2 years in a team leadership or supervisory role.
• Sound knowledge of commercial insurance policy administration and broker servicing.
• Clear communicator with ability to manage stakeholder expectations.
• Experience in shared-services or regional delivery environment preferred.
• Commercial GI certifications desirable, with training provided if not yet attained.

Responsibilities

• Lead a team of Operations Specialists to deliver accurate, timely policy administration for onshore brokers and distribution partners.
• Manage day-to-day performance management, coaching, and operational execution to meet SLA, quality and compliance targets.
• Escalate processing issues and stakeholder queries; support capacity planning, reporting and continuous improvement.
• Coach and develop staff through regular one-to-ones, build accountability for performance and conduct.
• Oversee quality compliance and regulatory adherence; partner with Quality Analysts on remediation and trends.
• Provide weekly/monthly performance reporting; drive continuous improvement and standardisation across operations.

Skills

People leadership

Coaching

Stakeholder communication

Organisational skills

Attention to detail

Insurance operations

Education

Commercial GI certifications

Job description

Leads a team of Operations Specialists delivering accurate, timely commercial policy administration for onshore brokers, intermediaries, and distribution partners. Responsible for day-to-day performance management, coaching, and operational execution to ensure SLA, quality, and compliance targets are consistently met.

Acts as the first point of escalation for processing issues and stakeholder queries. Supports the Operations Manager in capacity planning, reporting, and continuous improvement initiatives.

Key Responsibilities

Service Delivery and Performance

Manage daily work allocation, prioritisation, and workflow across the team to meet SLA and quality targets.

Monitor individual and team performance through dashboards, huddles, and structured reviews.

Identify and elevate risks, bottlenecks, or emerging issues to the Operations Manager with recommended actions.

Ensure cross-coverage and contingency plans are in place to maintain continuity.

People Leadership and Development

Coach and develop Operations Specialists through regular one-on-ones (minimum weekly), feedback, and targeted development plans.

Drive accountability for individual performance, attendance, and conduct standards.

Recognise high performance and foster a positive, engaged team environment.

Support hiring, onboarding, and training of new team members in collaboration with the Operations Manager.

Identify cross-training and upskilling opportunities to build team capability and flexibility.

Stakeholder and Broker Servicing

Serve as the first escalation point for processing queries from Operations, Underwriting, and distribution partners.

Ensure proactive, accurate communication with brokers and partners to reduce rework and escalations.

Reinforce a service-first mindset focused on accuracy, ownership, and responsiveness.

Quality and Compliance

Oversee team output for adherence to quality guidelines, internal controls, and regulatory requirements.

Partner with Quality Analysts to address error trends, root causes, and remediation actions.

Ensure team members maintain up-to-date knowledge of process and policy changes.

Reporting and Continuous Improvement

Provide weekly and monthly reporting on team performance, capacity, challenges, and improvement opportunities.

Run daily morning huddles to align the team on priorities, share updates, and address emerging issues.

Use performance data and trend analysis to identify opportunities to improve team productivity and quality outcomes.

Collaborate with the Commercial Trainer and Quality Analysts to align on gaps and drive improvements.

Recommend and drive at least two continuous improvement initiatives annually.

Contribute to standardisation, automation, and best-practice sharing across commercial operations.

Performance Indicators

SLA and turnaround achievement

Operational accuracy and quality scores

Team productivity per FTE

Employee engagement and retention

Experience and Skills

Minimum 5 years’ experience in insurance operations, with at least 2 years in a team leadership or supervisory role.

Sound knowledge of commercial insurance policy administration and broker servicing.

Demonstrated ability to coach, develop, and manage team performance.

Strong organisational and prioritisation skills with attention to detail.

Clear communicator with the ability to manage stakeholder expectations.

Experience working in a shared-services or regional delivery environment is preferred.

Possession of relevant Commercial GI certifications is desirable. Where not yet attained, candidates will receive training and support, with certification required within the designated timeframe.

Job Info

• Job Identification 32845
• Job Schedule Full time
• Regular or Temporary Regular
• Business Unit Malaysia
• Legal Employer Chubb Business Services Malaysia Sdn Bhd