Insurance Operation Senior Analyst

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.

About Accenture

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