Manager/ Assistant Manager, Operations (Policy Administration)

Responsibilities Performance & Quality Management : Monitor departmental KPIs and oversee daily operations, ensuring service turnaround times (TAT) and quality standards are consistently met; Resource Allocation : Manage manpower planning and departmental task delegation; proactively track and evaluate work progress; Team Leadership: Provide problem-solving support, coaching, and comprehensive training to the Policy Owner Service (POS) team; Regulatory & Compliance Oversight: Ensure all policy administration applications and operational workflows strictly comply with Insurance Authority (IA) regulations, internal compliance, statutory laws, and risk management requirements; Vendor Management : Manage outsourcing operations by formulating outsourcing strategies, establishing audit/review frameworks, conducting training for outsourced personnel, and closely monitoring overall vendor service quality; Digital Transformation : Drive the digitalization of policy administration services and spearhead the development and continuous optimization of core system functionalities; Business Channel Support : Support the business requirements of various distribution channels by optimizing service workflows, delivering training, and reviewing related training materials; Escalation Management : Handle escalated customer complaint cases; review and approve exceptional cases, appeals, and payment authorizations; Stakeholder Engagement : Collaborate with distribution channels and bank partners to streamline premium financing and policy assignment (collateral) processes; review and refine Policy Replacement Declaration templates; Operational Documentation : Develop and review policy servicing guidelines (including Standard Operating Procedures for new products), application forms, and policyholder correspondence. 監察部門的 KPI 和保全日常業務包括服務時效及質素； 人力及部門工作分配，追踪保全工作進度； 為保全團隊解決問題，提供指導和培訓； 確保所有保全申請及流程符合保監局、合規、法規及風控要求； 外判業務管理，制定外判計劃、制定審查制度及外判人員培訓，監督外判服務質量； 推動保全電子化，及核心系統功能開發/優化； 支持銷售渠道業務需求，優化服務流程，提供培訓及審視培訓材料； 處理投訴個案; 審批特殊及上訴個案、付費審批； 参與銷售渠道及銀行夥伴會議溝通，理順保費融資/保單抵押流程; 審視轉保聲明書模版； 制定/審視保全 (包括新產品)指引、申請表格、保全信函。 Requirements Bachelor Degree Holder in Business Administration, Finance, Economics, or a related discipline; Professional Insurance qualifications (e.g. FLMI/ LOMA) are preferred but not necessary; Minimum 8 years solid experiences in Policy Administration (life insurance industry is preferred), with at least 3-5 years in a managerial or supervisory capacity; Good leadership, collaboration and problem-solving skills; In-depth understanding of Policy Administration, structure of insurance products and regulatory frameworks; Proficiency in using MS Office (Word, Excel and PowerPoint) Good command of written and spoken English and Chinese, proficiency in Putonghua is required. 擁有工商管理、財務金融、經濟或任何相關學科學位； 保全相關經驗超過8年，3至5年或以上領導經驗優先； 具備團隊領導、跨部門協調、問題處理能力； 了解保單管理、保險產品結構及保監局相關合規要求； 熟練使用Microsoft Office應用程式（Word、Excel及PowerPoint）。 良好中、英文讀寫及會話能力，普通話流利為必須。 Application Interested parties please send a detailed resume, stating current and expected salary by clicking “Quick Apply”. Information supplied will be treated in strict confidence and used in accordance with the Personal Data (Privacy) Ordinance. Applicants not invited for interview within 6 weeks may consider their applications unsuccessful. #GBA