My client is a leading multinational life insurance and financial services company, operating a massive centralized digital platform spanning across Asia.
They are currently seeking a highly capable Assistant Director, Capability Lead – Digital Servicing based in Malaysia to lead the delivery of scalable, customer-centric digital servicing capabilities across diverse regional markets.
Key Job Responsibilities:
- Act as the primary Product Owner and key point of contact between business stakeholders, regional executives, and technical delivery teams
- Coordinate closely with country teams to understand operational gaps and regulatory nuances, harmonizing legacy processes into standardized, cross-market Group capabilities
- Drive the adoption and optimization of Straight-Through Processing workflows and CRM platforms across agent, branch, and call center channels
- Monitor capability success by defining and tracking OKRs, taking full outcome ownership for measurable business benefits such as cost savings, cost avoidance, and improved NPS
- Handle cross-market governance, manage change requests, and ensure high-quality, timely product releases in a complex matrix environment
- Provide leadership and guidance to data and delivery teams while fostering strong cross-functional collaboration and an Agile mindset
Requirements:
- Minimum 12+ years of relevant experience in the life insurance or financial services industry, with a strong focus on servicing operations and digital transformation
- Strong hands-on experience in digital product ownership, capability leadership, or strategic operations roles across multiple countries is essential
- In-depth knowledge of life insurance products, post-sales servicing workflows, CRM platforms, and regulatory environments across Asian markets
- Proven ability to lead Agile product lifecycles, manage backlog prioritization, and coordinate cross-functional delivery teams; Agile certification is a strong plus
- Excellent interpersonal, communication, and stakeholder management skills (able to influence senior leadership and align diverse market teams)
- Strong analytical and problem-solving skills with a data-driven, customer-centric, and solutions-oriented mindset
- Bachelor's or Master's degree in a relevant field
