Head of Operations, APAC

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Insurance & Superannuation

Job Description
Let's grow together
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What's the job?

• You will oversee all operational aspects of Travel Assistance and Support functions across APAC, including Assistance Operations, Complaints Management, Training & Quality, and Operational Resilience. You will ensure regulatory compliance, drive continuous improvement, and act as a strategic partner to senior leadership—transforming processes and elevating customer experience.
• Lead and coordinate all operational aspects of Travel Assistance and Support functions across APAC, including Assistance Operations, Complaints Management, Training & Quality, and Operational Resilience.
• Ensure seamless service delivery, regulatory compliance, and continuous improvement while managing a team of functional managers.
• Monitor and manage Service Level Agreements (SLAs), consolidating performance reporting and driving operational excellence.
• Champion customer-centricity and stakeholder engagement, ensuring exceptional service standards and proactive communication.
• Oversee end-to-end complaints management, ensuring timely resolution, root cause analysis, and compliance with regulatory requirements.
• Deliver high-quality training programs and implement a robust Quality Assessment Programme to maintain service excellence.
• Strengthen operational resilience through business continuity planning and incident response strategies.
• Lead transformation projects, including system implementations and process optimization for scalability and efficiency.
• Act as a key advisor to the General Manager, deputizing when required and contributing to strategic planning and budgeting.

What are we looking for?

• You will have a bachelor's degree in Business, Operations, Insurance, or related field (Master's preferred).
• 10+ years of progressive experience in operations leadership, ideally within travel insurance, assistance services, or general insurance.
• Proven success managing multi-disciplinary teams across APAC markets.
• Expertise in customer service, complaints handling, training, and quality assurance in regulated environments.
• Strong ability to lead through change, manage cross-functional projects, and deliver operational excellence.

Why choose us?
We value optimism, caring, togetherness, reliability, and determination.

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility
. We understand the importance of making sure that work fits into your life, not the other way around.

Career growth
. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community
. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion
. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together