Manager, Policy & Management Services

Primary Details

Time Type: Full time

Worker Type: Employee

Overall accountability for performance of GSSC and Country Policy Admin operations. Actively provide feedbacks and advice to Management regarding servicing environment, risks and issues arising from practice and operation management. Ensure policy, process and procedures are established, seeking continuous improvement to drive an efficient and effective operation. Supervise and coach Country Policy Admin Processing Officers, GSSC Policy Admin Team Leads (Simple and Complex). Act as coordinator and manage UAT inside and outside. Formulate and implement strategies to manage office expenses control to achieve the operational excellence requirement. Provide a safe and secure office environment and its facility to all employees in compliance with the Occupational Safety & Health and Fire Safety regulatory requirements.

Role Highlights

• Malaysia, Hybrid and Full Time
• Accountable for leading GSSC and Country Policy Admin operations, driving performance, efficiency, cost control, and continuous improvement, while managing teams, overseeing UAT, advising management on risks, and ensuring a safe, compliant workplace.
• Happy to talk flexible working

The Opportunity:

Accountable for leading GSSC and Country Policy Admin operations, driving performance, efficiency, cost control, and continuous improvement, while managing teams, overseeing UAT, advising management on risks, and ensuring a safe, compliant workplace.

Your New Role :

• Responsible for service delivery outcomes (time, quality, satisfaction) for policy servicing activities across the country portfolio.
• Manage GSSC service delivery outcomes.
• Ensure delivery of SLAs to business partners for policy services.
• Drive straight through processing (no touch) for Consumer & SME portfolio, leveraging on automation and/or digital initiatives.
• Ensure quality service delivery of policy servicing to Corporate and Specialty portfolio.
• Continue to drive process improvements for policy and management services.
• Reporting of the systems defects to ADC and monitor progress on defect fixing.
• Provide the mapping logic and system behaviour for new product built up.
• Manage operational risk, including embedding of key group policies on business continuity, supplier performance management, outsourcing, procurement etc. and provide timely reporting of any risks identified.
• Provide management services for QBE offices and drive ongoing optimisation of our indirect spend.
• Ensure the compliance of insurance operation with regulatory requirements and internal group guidelines.
• Execute action plans in compliance with the BCP.
• Carry out cost / benefit analysis of market’s properties at the time of considering rent review and office removal and proper upkeep of property lease agreements.
• Ensure all office equipment is operational and maintained for maximum performance; providing technical advice and giving instructions on organizational systems and guidelines.
• Maintain asset and archive records.
• Manage contracts and agreements and ensure compliance with statutory and other requirements.
• Attend relevant product and skill training and passing on relevant points to other staff.
• Key Performance Indicator: Efficiency & Effectiveness: Expense plan vs. Actual, Operational Excellence / Annual Productivity Target for across functions, Automation rate
• Key Performance Indicator: Customer & Partner Servicing & Satisfaction: Speed - Turn-Around-Time for relevant underwriting support and policy transactions (e.g. bind to issue, issue to dispatch), Quality – Reduced error rate, meeting customer and partner quality goals, Issues/Incident rate for policy issuance, Request for Information (RFI rates).

About You:

• Minimum 10-15 years’ experience in insurance industry with at least 5-7 year’ experience managing medium / large team involving offshore.
• Strong knowledge of Insurance industry
• Analytical/ problem-solving skills.
• Good communication & interpersonal skills.
• Effective coaching skills, planning skills, organisational skills and time management.
• Ability to train, motivate and drive good morale for delivery of consistent and quality outputs.
• Ability to manage offshore team members via Service Level Agreement management.
• Strong written and verbal communication skills in English.
• In-depth knowledge of various lines of insurance products and insurance systems preferably with P400.

About QBE

What if you could have a positive impact – at work and in the world?

At QBE, we’re enabling a more resilient future – for our customers, communities, environment, and for our people. We’re building momentum to achieve something significant and know our people are at the centre of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind. And with more than 13,000 people working across 27 countries, our scale means we’re big enough for your ambitions, yet small enough for you to make a real impact.

QBE Asia’s operations is part of the QBE International Division, and has had a presence in Asia for more than 130 years with offices in: Singapore, Hong Kong & Macau, Malaysia and Vietnam. We continue to be recognised for our ongoing focus on digital innovation to deliver exceptional value and operational excellence for our customers, business partners, people and the community. We support ESG efforts through the QBE Foundation, which helps to create strong, resilient and inclusive communities, by focusing investment and efforts on two key areas where we believe we can have the greatest impact – climate resilience and inclusion.

Benefits

Excited to share our comprehensive benefits package at QBE!

Flex and hybrid working options

Work from home policy

‍ ‍ Paternity leaves matching with maternity leave

• ️ Well-being programs

Pensions

Medical benefits

Globally, access to online learning via LinkedIn Learning

On top of annual leaves, 3 additional days off (Family care leaves)

Study leave

Marriage leave

Internal Appreciation program with points to redeem nice merchandize and life experiences.

Join us and enjoy a work environment that values your well-being and personal growth!

#EmployeeBenefits #WorkLifeBalance #CareerDevelopment

Join us now, so you can be part of our success – and we can be part of yours.

Your career at QBE — Let’s make it happen.

Skills:

Analytical Thinking, Business Management, Critical Thinking, Customer Value Management, Decision Making, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Management, Problem Solving, Process Refinement, Risk Management, Stakeholder Management, Strategic Leadership, Team Management

Application Close Date: 10/07/2026 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.