Head of Post - Sales Management

Job Summary Reporting to the Chief Operating Officer, the incumbent provides operational leadership for end-to-end HNW policy administration and customer servicing. The role is accountable for building a high-performing, customer-centric function that delivers accurate, timely, compliant, and personalized service to HNW customers and business partners. The incumbent sets the service standards, governance, and performance agenda for the function; leads changes to processes, systems, controls, and ways of working; and develops the team's capabilities and accountability to achieve sustainable customer service excellence. The role also partners with senior stakeholders across the business to ensure policy administration supports product growth, regulatory obligations, operational resilience, and an exceptional customer experience. Responsibilities

• Set the operating model and performance agenda for end-to-end life insurance policy administration (post-sales), covering premium processing and collection, policy changes, customer requests, claims-related servicing support, and policy termination activities.
• Provide a leadership to the policy administration and customer service teams, establishing clear accountability, strong governance, robust succession plans, and a high-performance culture focused on customer outcomes.
• Champion customer service excellence by defining service principles, service-level standards, quality measures, and customer experience priorities for High-Net-Worth customers and business partners.
• Lead improvements to processes, systems, controls, automation, data quality, and ways of working to improve speed, accuracy, scalability, and customer experience.
• Own the governance and control framework for policy administration, ensuring compliance with regulatory, legal, tax, audit, and company requirements, including AML, FATCA, and CRS.
• Establish and monitor meaningful KPIs, service-level metrics, quality indicators, capacity measures, and management information; use insights to identify root causes, make decisions, and hold the team accountable for sustained improvement.
• Oversee complex and escalated policy servicing matters, ensuring timely resolution, appropriate risk decisions, and clear communication with customers, business partners, and senior management.
• Sponsor and govern policy administration workstreams within product launches, system implementations, regulatory changes, and enterprise transformation programmes, ensuring operational readiness and controlled execution.
• Own the design and governance of customer correspondence, policy documents, forms, procedures, and service communications to ensure accuracy, consistency, clarity, and professionalism.
• Build effective partnerships with Distribution, Underwriting, Claims, Finance, Compliance, Risk, Legal, Product, Technology, and external service providers to deliver seamless policyholder journeys and resolve cross-functional issues.
• Maintain operational resilience through effective workforce planning, knowledge management, business continuity arrangements, vendor oversight, and succession planning.
• Advise the Chief Operating Officer and senior management on customer service performance, operational risks, transformation priorities, resource requirements, and emerging issues affecting life insurance policy administration. Requirements
• Bachelor's degree in Business Administration, Finance, Insurance, or a related discipline.
• Professional insurance qualifications (e.g. LOMA, ANZIIF, ACII) are preferred.
• Minimum 15 years of progressive experience in life insurance operations, with substantial responsibility for end-to-end policy administration and customer servicing.
• At least 7 years in a leadership role with accountability for sizeable teams, service delivery, operational risk, and change execution.
• Demonstrated success in leading significant policy administration transformation, service improvement, or technology-enabled change in a complex and regulated life insurance environment.
• Experience supporting High-Net-Worth, international, or complex life insurance products and servicing requirements is strongly preferred.
• Deep technical knowledge of life insurance policy administration across the policy lifecycle, including policy issuance, premium processing, policy maintenance, disbursements, customer requests, and termination activities.
• Strong command of regulatory, conduct, tax, compliance, and audit requirements relevant to life insurance operations, including AML, FATCA, and CRS.
• Proven ability to define and implement target operating models, governance frameworks, service standards, operational controls, and management information for policy administration functions.
• Extensive experience leading process re-engineering, service transformation, automation, data-quality improvement, and core policy administration system initiatives.
• Strong analytical capability in capacity planning, service-level management, root-cause analysis, risk assessment, and performance improvement.
• Ability to govern complex programmes and translate business, customer, regulatory, and product requirements into practical and controlled operational solutions.
• Sound understanding of High-Net-Worth customer expectations, intermediary servicing models, and the operational requirements of complex or cross-border life insurance business.
• Enterprise-level leadership with the ability to provide direction, make sound decisions, and create clear accountability across a multi-layered team.
• Proven influencing skills, with the resilience to challenge established practices, mobilize stakeholders, and embed new ways of working.
• Strong customer orientation and a demonstrated commitment to building a culture of service excellence, ownership, and continuous improvement.
• Excellent executive communication and stakeholder management skills, including the ability to present complex operational matters clearly and influence senior decision-makers.
• Strong talent leadership, coaching, and succession-planning capability, with a track record of developing leaders and raising team performance.
• Commercial judgement and strategic thinking, balanced with disciplined execution, attention to detail, and effective management of operational risk.
• Collaborative and decisive leadership style, with the ability to align cross-functional teams around shared customer and business outcomes. Interested candidates are invited to submit the application online with detailed resume stating educational background, working experience, current and expected salaries, and contact number. Personal data collected will be used for recruitment purposes. Personal data of unsuccessful applicants may be retained up to two years only. Aegon Asia provides equal employment opportunities for employees and applicants throughout the employment lifecycle, including recruitment and selection, promotions, transfers, training and development, compensation and benefits, performance management, disciplinary procedures, Company-sponsored social and recreational programs and termination. No one will be discriminated against because of race, color, religion, sex, age, national origin, sexual orientation, gender identity, pregnancy, family circumstances, physical or mental disability, marital status, participation in the uniformed armed services or any other status protected by law.