Job Type: Full Time Permanent
Job Function: Operations

Work as a team with other colleagues to deliver market leading customer service to our brokers and end customers.

• Assist the Customer Service Manager (Policy Admin) to oversee all policy administration activities to ensure KPIs, accuracy, internal service standards and compliance controls are achieved or adhered to at all time.
• Handle assigned projects/initiate system enhancements end-to-end until successful implementation.
• Devise a new case/batch task assignment mechanism to instill transparency and equity among all processors amid fluctuations of business volume. Manage their timely completion to optimize processing lead time and productivity of PA processors. Reshuffle tasks when required to avoid backlogs.
• Monitor team and individual PA processor performance and coach colleagues for continuous uplifting of service standards. Follow up quality issues identified via quality assurance program.
• Organize trainings (e,g. new system enhancement, procedure, product or controls etc) to strengthen individual processor’s technical knowledge. Implement a training plan to ensure each PA task / policy servicing type is backed up to maintain flexibility.
• Act as the point of contact of Policy Admin to deal with any customer service requests and/or complaints directly with minimal supervision.
• Update regularly manuals or SOPs according to internal standards
• Support other operational function when required.
• Handle any ad hoc tasks assigned by line manager.

• University graduate required
• At least 6 years’ experience in the life insurance industry, in which 2 years at supervisory level, in Policy Administration, with exposure to various type of policy alterations including fund-related transactions
• Good knowledge of investment products
• Self-motivated, a quick learner and a good team player
• Good problem solving, organizational and interpersonal skills
• Work well under pressure and able to complete task at a timely manner
• Ability to handle multi-task, work unsupervised, to work on own initiative and prioritize work
• Ability to develop and maintain meaningful relationships with customers, intermediaries, colleagues and industry agencies
• Good command of both written and spoken English and Chinese.  Good Mandarin is a plus
• Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing

Director, Policy Services and Channel Support

We offer attractive salaries and excellent benefits.  

We value and promote diversity and equal opportunities in all aspects of our business. All resourcing will be carried out in line with our Company diversity policy.  

Any personal data we collect will only be used for recruitment purposes. We keep all applications confidentially on file for six months.

FAQ

Email our recruitment team