Role Overview

On behalf of our client, a premier Life and Health Insurer in Hong Kong, we are seeking experienced operations leaders for Manager and Senior Manager - Policy Servicing roles. You will lead core policy servicing operations, ensuring operational excellence across individual Life and Health product lines. This position plays a pivotal role in driving digital transformation, workflow automation, and elevated customer retention strategies across the policy lifecycle.

• Operational Leadership: Direct end-to-end policy servicing operations, including policy alterations, endorsements, revivals, reinstatements, premium processing, and policy terminations.

• Service Delivery & Quality: Maintain strict adherence to Service Level Agreements (SLAs) and Quality Assurance (QA) metrics while handling complex escalations from distribution channels (Agency, Bancassurance, Brokers).

• Digital Transformation: Partner with technology and transformation leads to drive process automation, minimize manual friction, and support self-service digital initiatives for policyholders.

• Team Management & Development: Lead, mentor, and upskill an operational team, establishing clear performance metrics and promoting a high-performance, customer-centric culture.

• Compliance & Governance: Ensure operational alignment with Hong Kong Insurance Authority (IA) regulations, AML/CTF standards, and internal risk management protocols.

• Stakeholder Management: Serve as the main operational point of contact across Underwriting, Claims, IT, and Distribution Channels to resolve complex cases.