Senior Manager, Life Policy Administration

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

**About Prudential plc**

Prudential plc is a leading international life insurance group with a long history of delivering value to its customers and shareholders. Our purpose is to be partners for every life and protectors for every future.

**Job Summary**

We are seeking a highly experienced and skilled Senior Manager to lead our Policy Service Operations team. As a key member of our organization, you will be responsible for overseeing the end-to-end policy change processing and ensuring adherence to company policies, procedures, and service level agreements.

**Key Responsibilities**

  • Lead and oversee the Policy Service Operations team, embedding a service mindset to execute end-to-end policy processing.
  • 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.

**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 behavior 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

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