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Senior Manager, Life Policy Administration
7 months ago
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
This role will be the Lead in overseeing the Policy Service Operations team for executing end-to-end policy change processing. This role often requires a strategic leadership and operational management, focusing on service delivery to enhance customer satisfaction and drive business results. With a strong emphasis on cross-functional collaboration, the Senior Manager for Policy Service is a key role in shaping the Operation team within the organization.Job Responsibilities:
Lead and oversee the Policy Service Operations team, embedding a service mindset to execute end-to-end policy processing, ensuring adherence to company policies, procedures, and service level agreements. Develop and implement strategic initiatives and policies to optimize the policy service function, ensuring operational efficiency, accuracy, and compliance with regulatory guidelines. Establish clear team goals and performance metrics that align with the company's strategic aims to direct and assess team performance effectively. Lead and manage the Policy Service Operations team by providing guidance and training, fostering a culture of service excellence, embracing a mindset of change, and promoting a collaborative and high-performing environment. Deliver regular feedback to team members to enhance their skills and knowledge, and conduct performance evaluations to support career development within the team. Conduct a review and evaluate policy engineering processes to enhance efficiency and customer experience. Collaborate with the project team to identify potential areas for automation and improvement, implementing solutions where applicable. Develop and maintain a comprehensive Standard Operating Procedure (SOP) for policy administration operations, ensuring alignment with operational, risk, and control perspectives. Prepare and review regular management reports with data analytics to identify trends and drive areas of improvement. Collaborate with cross-functional teams and departments to streamline processes, resolve escalated issues, and enhance overall operational effectiveness. Collaborate with the Operations L1B team to ensure quality assurance measures are in place for an accurate and timely policy administration process, as well as to conduct regular audits.Job Requirements:
Bachelor's degree in any discipline A minimum of 15 years' work experience in Life Operations within the insurance industry, preferably in Policy Service/Customer Service fields. A minimum of 10 years in a managerial role with proven experience in managing teams. Strong operational knowledge and experience in life insurance. Good knowledge and experience in best practices for building and maintaining customer service experiences. Good understanding of the behaviour and practices of salespeople from different distribution channels. Effective communication skills for interacting with various business units and stakeholders. Proven ability to handle multiple workloads. Strong people management skills. Fluent in written and spoken English and Chinese Proficient in Microsoft Office Excellent analytical, problem-solving, and multitasking abilities Optimistic and positive attitude Able to work in growing agile and ambitious environment Flexible and adaptable to change