Customer Success & Delivery Team Lead

Corporate Title: Vice President 

Division: BHK-CUO L&H Reinsurance (51004033)

Department: BHKL-L&H Solutions (51000060)

Are you a client-focused leader who thrives where technology, insurance, and delivery excellence come together? Do you love turning complex challenges into measurable client outcomes? If so, this is your opportunity to shape the future of underwriting solutions across the Asia Pacific region.

About the Role

Reporting to the Head Underwriting Life & Health Solutions APAC, you will lead customer success and delivery for Swiss Re's cutting-edge underwriting, claims, reinsurance, and risk technology solutions — ensuring clients achieve real, measurable business value.

This role uniquely blends the client-outcome focus of a Customer Success Manager with the rigour and discipline of a Delivery / Program Manager. You will own client success plans, adoption, value realization and delivery governance while leading cross-functional teams across Solutions, Product, Technology and Market Units.

Key Responsibilities

• Own customer success and delivery outcomes across APAC ex China for Risk Tech solutions, ensuring clients achieve their business goals and realise measurable value from Swiss Re's solutions
• Build and sustain trusted relationships with key client decision-makers, including senior executives, COOs, underwriting, claims, operations, transformation and technology teams
• Define and execute client success plans with clear business outcomes, adoption goals, value metrics, governance cadences and escalation paths
• Lead end-to-end delivery planning and execution for implementations, enhancements, pilots, proofs of concept and scale-up initiatives — actively managing scope, milestones, dependencies, risks and issues
• Apply strong project discipline, including project planning, status reporting, stakeholder governance, scope control and dependency management
• Translate client business strategies and operational pain points into prioritised use cases and solution requirements, working closely with internal stakeholders across product, technology and market units
• Drive adoption, usage and value realization post-implementation, including KPI reviews and benefit realization discussions with clients
• Proactively identify and resolve customer risks, delivery blockers and relationship challenges through internal and client-facing escalations
• Coordinate cross-functional teams — including market teams, the UW community, product owners, the Central Rules Team (CRT) and developers — to deliver integrated, high-quality client solutions
• Shape product roadmap priorities by channelling client feedback, market needs, scalability considerations and differentiation opportunities into product and technology discussions
• Identify growth opportunities including new use cases, product bundles, pilots and innovation initiatives that deepen client engagement and strengthen Swiss Re's competitive position
• Stay ahead of market trends — including electronic health records, external data sources and AI evolution — and proactively evolve solutions to address client needs
• Lead, coach and develop regional delivery resources and virtual workstream leads, fostering a culture of collaboration, accountability, innovation and execution excellence
• Maintain regional delivery governance and portfolio visibility, including pipeline tracking, prioritisation, risk management and leadership reporting
• Represent Swiss Re at client workshops, business reviews, conferences and external industry events across the region

About the Team

The Underwriting Life & Health Solutions APAC team is a dynamic, technology-driven group within Life & Health Reinsurance. With a strong presence across APAC, we combine Swiss Re's deep risk expertise with cutting-edge digital innovation to transform the underwriting value chain.

We harness AI and advanced analytics to drive automation, unlock meaningful data insights, and forge strategic partnerships that shape the future of underwriting. Our team collaborates closely with Client Markets, Underwriting, Solutions XFT, and our clients — ensuring we deliver impactful, end-to-end solutions that enable smarter, faster, and more sustainable underwriting practices.

About You

We are looking for a commercially savvy, client-centric leader who brings both strategic vision and hands-on delivery discipline. You are someone who thrives in complex, fast-moving environments, builds trust naturally with senior stakeholders, and has a genuine passion for driving client outcomes through technology and innovation.

We are looking for candidates who meet these requirements:

• 8–12 years of relevant experience in L&H insurance, reinsurance, InsurTech, consulting, customer success, project/program management or digital transformation within the APAX market
• Strong track record in client-facing delivery of complex solutions, with demonstrated ability to manage both customer outcomes and delivery execution simultaneously
• Solid project/program management experience in technology-enabled delivery, including UW/claims automation, data/analytics, rules engines, workflow platforms or risk technology solutions
• Good understanding of Life & Health insurers' business models, including underwriting and claims operations, operational KPIs, workflow pain points and transformation priorities
• Proven ability to engage and influence senior stakeholders, manage executive communication and drive outcomes across both client and internal teams

These are additional nice to haves:

• Practical experience in customer success, account engagement, adoption management, value realization or consulting
• Experience leading teams, virtual workstreams or cross-functional delivery groups in a matrix environment
• Strong structured thinking and problem-solving skills, with the ability to break complex challenges into actionable steps and navigate ambiguity with confidence
• Good appreciation of IT delivery dependencies, APIs, data integration, platform workflows and solution scalability; a computer science background or exposure to Python, automation or analytics tools is a plus
• Interest in emerging technologies such as ML/ NLP/Gen AI/Agentic AI, data analytics and automation, and a curiosity for identifying innovation opportunities
• Experience contributing to or leading teams using Agile, Scrum, Design Thinking or similar delivery frameworks
• Strong regional network across APAC markets and the ability to build new connections with ease
• Willingness and flexibility to travel across the region as required
• Excellent communication, interpersonal and presentation skills, with confidence engaging both business and technical audiences

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. Please contact us to request accommodation.