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.

#LI-GM

Job Qualifications

• Minimum 3–5 years of experience in Insurance Operations

• 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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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