Head of Policy Servicing

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

About the Role

Seeking a highly experienced and strategic leader to take on the roleof Head, Policy Servicing. This is a senior leadership position responsible foroverseeing the entire policy administration function, ensuring operationalexcellence, regulatory compliance, and seamless service delivery across thepolicy lifecycle. The ideal candidate will bring deep industry expertise, aproven track record of managing large teams, and the ability to drive strategicinitiatives that enhance operational efficiency and customer experience.

Job Description

Strategic Leadership & Operational Vision

• Develop and executethe strategic roadmap for the Policy Administration department, aligningoperational goals with the broader business objectives of theorganization.


• Drive digitaltransformation initiatives within policy servicing, leveraging technologyto automate manual processes, reduce turnaround times, and improveaccuracy.


• Provide thoughtleadership on industry best practices, regulatory changes, and emergingtrends affecting policy administration.

Team Leadership & People Management

• Lead, mentor, andmanage a large-scale operations team, fostering a culture ofaccountability, continuous improvement, and customer-centricity.


• Establish clearperformance metrics (KPIs) and service level agreements (SLAs) to monitorteam efficiency and quality of output.


• Oversee talentdevelopment and succession planning to ensure the department is equippedwith future-ready skills.

Process Excellence & Compliance

• Ensure theend-to-end policy lifecycle (new business, endorsements, renewals, andcancellations) is executed smoothly and in compliance with all regulatoryrequirements.


• Implement robustquality assurance frameworks to minimize errors and rework.


• Collaborate withUnderwriting, Claims, IT, and Distribution teams to resolve operationalbottlenecks and streamline cross-functional workflows.

Stakeholder Management

• Act as the primarypoint of escalation for complex policy servicing issues and stakeholderinquiries.


• Present regularoperational reports and strategic insights to the Executive Committee andBoard, as required.

Job Requirement

Experience & Industry Background

• Minimum of 20+years of deep, progressive experience in the insurance industry.


• Minimum of 10years in a senior supervisory or management capacity.


• Proven trackrecord of managing large operations teams


• Extensive experiencein Policy Administration or Policy Servicing functions.

Core Competencies & Skills

• StrategicThinking: Ability to see the "big picture" and translatehigh-level business strategies into actionable operational plans.


• Structured &Detail-Oriented: A highly analytical mindset with a structuredapproach to problem-solving and process optimization. Must possess a keeneye for detail to ensure operational accuracy.


• CommunicationSkills: Excellent verbal and written communication skills, with theability to influence and negotiate with senior stakeholders and externalpartners.


• ChangeManagement: Demonstrated experience in leading teams through systemmigrations, digital transformations, or organizational restructuring.

Attributes

• Strong leadershippresence with the ability to motivate and inspire large teams.


• High level ofintegrity and professionalism, consistent with the standards of theinsurance industry.


• Adaptive andresilient, capable of thriving in a fast-paced, dynamic environment.

Please be informed that only shortlisted candidate will be notified.

For more information, you may reach out to Jamie at her email at [e-mail] or WhatsApp her at [phone]

PeopleLAKE is a fullservice HR solution company providingRecruitment, HR Outsourcing, and Corporate Training. eLawyer Recruitment ispart of PeopleLAKE Group.

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