Policy Servicing Director: Strategy & Ops

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

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.