Insurance Operation Specialist

Accenture Southeast Asia


Date: 19 hours ago
City: Subang Jaya
Contract type: Full time
Job Summary:

We are seeking a dynamic and strategic Operations Lead to lead and drive excellence across our Insurance Operations team supporting the APAC market. This role demands a seasoned leader with a strong operational mindset, stakeholder management expertise, and a passion for continuous improvement. You will be accountable for end-to-end service delivery, team performance, client alignment, and operational transformation.

Key Responsibilities

Strategic Service Delivery Oversight


  • Own and manage end-to-end delivery across multiple insurance processes, ensuring SLA/KPI adherence, compliance, and client satisfaction.
  • Drive operational excellence through proactive risk mitigation, issue resolution, and continuous process improvement.


    • Leadership & Team Development


  • Lead, coach, and develop Team Leads and their respective teams to foster a culture of accountability, performance, and growth.
  • Champion succession planning, talent development, and engagement initiatives to build a resilient and future-ready workforce.


    • Stakeholder & Client Engagement


  • Act as the primary point of contact for client and internal stakeholder escalations, ensuring timely and effective resolution.
  • Facilitate regular governance meetings with clients and regional leadership, presenting performance insights and strategic recommendations.


    • Operational Planning & Transformation


  • Collaborate with cross-functional teams to streamline operations, implement automation opportunities, and enhance service delivery models.
  • Lead initiatives related to compliance, audit readiness, and data privacy across supported geographies.


    • Reporting & Analytics


  • Oversee the preparation and presentation of operational dashboards, trend analyses, and business reviews.
  • Use data-driven insights to inform decision-making and drive performance improvements.


    • Process Ownership & Compliance


  • Ensure adherence to local regulatory requirements and internal controls, especially in policy issuance, premium billing, and account handling.
  • Drive standardization and documentation of SOPs across markets.


    • Job Qualifications


  • Minimum 5–7 years of experience in Insurance Operations, with at least 2 years in a managerial capacity overseeing multi-geography teams.
  • Proven track record in client management, stakeholder alignment, and operational transformation.
  • Strong leadership capabilities with experience in performance management, team development, and change leadership.
  • Excellent communication skills in English; Cantonese proficiency is a strong advantage.
  • Strong analytical mindset with experience in reporting, metrics tracking, and root cause analysis.
  • Willingness to work in shifts and on Malaysia public holidays, based on business needs.


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