Head, Policy Admin & Projects

HL Assurance Pte Ltd; Kuala Lumpur; On-site; MYR 570,000 - 759,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Training and development opportunities

Collaborative and inclusive culture

Job summary

HL Assurance Pte. Ltd. is seeking a Head of Projects & Operations to lead the Policy Administration and Operations team, ensuring smooth daily operations for Personal and Commercial Lines.

The role focuses on processing, compliance, and service quality while driving continuous improvements across systems and processes. The ideal candidate brings 10+ years in general insurance with strong leadership, stakeholder management, and a track record of delivering efficiency through transformation and

Qualifications

• Degree in Business Administration or related discipline.
• Minimum 10 years in General Insurance, Policy Administration or Operations.
• At least 5 years in a managerial or leadership role.
• Strong knowledge of General Insurance operations (Personal/Commercial).
• Experience with insurance policy administration systems (PAS/AS400 is a plus).

Responsibilities

• Lead Policy Administration and Operations with a focus on day-to-day efficiency.
• Oversee end-to-end processing for new business, renewals, endorsements, cancellations and servicing.
• Establish and monitor KPIs around turnaround time, productivity, accuracy and service quality.
• Ensure compliance with procedures, underwriting guidelines, service standards and regulatory requirements.
• Identify operational risks and drive continuous improvement.
• Lead cross-functional projects from planning through implementation and post-implementation review.
• Drive automation, digitalisation and STP to reduce manual work and boost productivity.
• Prepare monthly operational and project reports for senior leadership.

Skills

Leadership

Strategic thinking

Stakeholder management

Communication

Problem solving

Education

Bachelor’s degree in Business Administration or related

Tools

PAS/AS400

Job description

HL Assurance Pte. Ltd. (HLAS) is a licensed insurance company in Singapore since 2012 and a subsidiary of Hong Leong Financial Group Berhad (HLFG). As a member of the Hong Leong Group, we're part of a leading conglomerate with diversified businesses across Asia, Europe, North America, and Oceania.

Head, Projects & Operations

Key Responsibilities

1. Operations & Policy Administration

• Lead and manage the Policy Administration and Operations team, ensuring smooth and efficient day-to-day operations.
• Oversee end-to-end processing of new business, renewals, endorsements, cancellations and policy servicing for Personal and Commercial Lines.
• Establish and monitor operational KPIs covering turnaround time, productivity, accuracy and service quality.
• Ensure compliance with internal procedures, underwriting guidelines, service standards and regulatory requirements.
• Identify operational risks and drive corrective actions and continuous improvement.

2. Project Management & Business Transformation

• Lead and manage cross-functional strategic and operational projects from planning through implementation and post-implementation review.
• Work with Management and Department Heads to prioritise projects based on business impact, urgency, resources and risk.
• Manage project scope, timelines, resources, risks and deliverables to ensure successful implementation.
• Drive transformation initiatives that improve operational efficiency, customer experience and business scalability.

3. Systems & Technology

• Work closely with IT and external vendors on system enhancements, integrations, UAT, implementation and system support.
• Translate business requirements into practical system solutions and process improvements.
• Identify opportunities for automation, digitalisation and straight-through processing to reduce manual work and improve productivity.
• Support enhancements to core policy administration systems, including PAS / AS400 and other business applications.
• Lead operational initiatives to enhance the Company’s digital and online insurance capabilities.
• Work with IT, Marketing, Sales and other stakeholders to improve online customer journeys and self-service capabilities.
• Support the development and enhancement of online Personal Lines products, including Motor, Home Contents and other relevant products.
• Identify opportunities to leverage technology to improve customer experience and business growth.

5. Process Excellence & Operational Resilience

• Conduct regular reviews of workflows, SOPs and operating processes to improve efficiency, accuracy and service standards.
• Drive process standardisation, simplification and automation across Operations.
• Lead operational aspects of Business Continuity Planning (BCP) and ensure critical processes have appropriate contingency arrangements.
• Strengthen operational controls and ensure timely resolution of audit, compliance and risk-related matters.
• Partner with Underwriting, Claims, IT, Finance, Compliance, Sales, Marketing and other departments to deliver business and operational initiatives.
• Provide Management with a holistic assessment of project priorities, operational dependencies, resource requirements and business impact.
• Manage relationships with system providers, technology vendors and other external partners to ensure service and project deliverables are met.

7. Management Reporting & Governance

• Prepare and present monthly operational performance and project reports to the CEO and Management Team.
• Provide insights on KPIs, productivity, service levels, project progress, operational risks and improvement initiatives.
• Lead, coach and develop the Operations team to build a high-performing and service-oriented culture.
• Set clear performance expectations and develop team capability through training and continuous learning.
• Ensure effective manpower planning and resource allocation to support business requirements.

Requirements

• Degree or in Business Administration or a related discipline.
• Minimum 10 years of relevant experience in General Insurance, Policy Administration or Insurance Operations.
• At least 5 years and above of managerial or leadership experience.
• Strong knowledge of General Insurance operations, preferably covering Personal and Commercial Lines.
• Experience with insurance policy administration systems; PAS / AS400 experience will be an advantage.
• Strong leadership, communication, stakeholder management and problem-solving skills.

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness benefits
• Ongoing training and development opportunities
• A collaborative and inclusive company culture

We regret that only shortlisted candidates will be notified.