Head of Policy Servicing

PeopleLAKE Group; Petaling Jaya; On-site; MYR 350,000 - 550,000; Full time

Job summary

PeopleLAKE Group seeks a highly experienced Head of Policy Servicing to lead the policy administration function, ensuring service excellence, regulatory compliance, and optimal customer experience across the lifecycle.

The role requires building a strategic roadmap, driving digital transformation, managing large teams, and delivering measurable improvements in efficiency and accuracy, with a focus on governance and stakeholder collaboration.

Qualifications

• Minimum of 20+ years of deep, progressive experience 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 functions.

Responsibilities

• Develop and execute the strategic roadmap for the Policy Administration department.
• Drive digital transformation initiatives and automate processes to reduce turnaround times and improve accuracy.
• Provide thought leadership on regulatory changes and emerging trends affecting policy servicing.
• Lead, mentor, and manage a large-scale operations team with a culture of accountability and customer‑centricity.

Skills

Strategic Thinking

Leadership

Change Management

Communication

Attention to Detail

Regulatory Compliance

Job description

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

Job Description

Strategic Leadership & Operational Vision

• Develop and execute the strategic roadmap for the Policy Administration department, aligning operational goals with the broader business objectives of the organization.
• Drive digital transformation initiatives within policy servicing, leveraging technology to automate manual processes, reduce turnaround times, and improve accuracy.
• Provide thought leadership on industry best practices, regulatory changes, and emerging trends affecting policy administration.
• Lead, mentor, and manage a large-scale operations team, fostering a culture of accountability, continuous improvement, and customer‑centricity.
• Establish clear performance metrics (KPIs) and service level agreements (SLAs) to monitor team efficiency and quality of output.
• Oversee talent development and succession planning to ensure the department is equipped with future‑ready skills.

Process Excellence & Compliance

• Ensure the end‑to‑end policy lifecycle (new business, endorsements, renewals, and cancellations) is executed smoothly and in compliance with all regulatory requirements.
• Implement robust quality assurance frameworks to minimize errors and rework.
• Collaborate with Underwriting, Claims, IT, and Distribution teams to resolve operational bottlenecks and streamline cross‑functional workflows.

Stakeholder Management

• Act as the primary point of escalation for complex policy servicing issues and stakeholder inquiries.
• Present regular operational reports and strategic insights to the Executive Committee and Board, as required.

Job Requirement

Experience & Industry Background

• Minimum of 20+ years of deep, progressive experience 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 functions.

Core Competencies & Skills

• Strategic Thinking: Ability to see the "big picture" and translate high-level business strategies into actionable operational plans.
• Structured & Detail-Oriented: A highly analytical mindset with a structured approach to problem‑solving and process optimization. Must possess a keen eye for detail to ensure operational accuracy.
• Communication Skills: Excellent verbal and written communication skills, with the ability to influence and negotiate with senior stakeholders and external partners.
• Change Management: Demonstrated experience in leading teams through system migrations, digital transformations, or organizational restructuring.

Attributes

• Strong leadership presence with the ability to motivate and inspire large teams.
• High level of integrity and professionalism, consistent with the standards of the insurance industry.
• Adaptive and resilient, 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]