Policy Administration & Operations Manager

1. 團隊管理及營運統籌

• 帶領保單行政團隊，負責日常工作分配、人員輔導及績效管理，制定團隊目標並定期進行一對一跟進；
• 統籌團隊容量規劃及任務優先次序，對團隊整體服務質素負責，確保 TAT、準確率等關鍵指標持續達標；
• 主導服務流程梳理及標準化建設，制定操作規範及服務標準，透過持續優化提升團隊服務效率及交付質量；
• 作為複雜個案及跨部門問題的升級處理節點，重點協同銷售服務團隊推動解決服務卡點。

2. 保單服務處理

• 監督端到端保單生命週期處理，涵蓋新單、保單更改、復效及日常服務需求；
• 核查保單文件、系統錄入及客戶往來函件，確保準確性及完整性；
• 處理各方合作夥伴的查詢，提供專業、及時的服務支援，負責複雜問題的回應及處理。

3. 質量管控、合規及數據報告

• 監測並匯報核心營運指標，包括 TAT、處理準確率及服務質素評分，推動持續改善；
• 確保所有服務流程符合監管要求、內部準則及反洗錢／反恐怖主義融資（AML/CTF）標準；
• 與合規、IT及業務團隊協作，推進流程優化、系統升級及監管更新落地。

入職要求

1. 具備5年以上人壽保險營運經驗，其中至少1–2年團隊帶領或主管經驗；
2. 深入了解壽險產品、保單管理流程及相關文件要求；
3. 具備高淨值客戶服務經驗者優先；
4. 持有 IIQE 第1、3科（第5科優先）；持有學士學位或以上學歷；
5. 注重細節，具備扎實的分析及解決問題能力；
6. 以客戶為本，能夠在快節奏環境下有效管理多項並行任務；
7. 中英文書寫及口語表達流利（粵語及普通話）；
8. 熟悉使用 MS Office；熟悉保險核心系統或數碼服務平台者優先。

Key Responsibilities

1. Team Management and Operations Coordination

• Lead the policy administration team, overseeing daily work allocation, staff coaching and performance management; set team objectives and conduct regular one-on-one follow-ups;
• Manage team capacity planning and task prioritisation; take overall responsibility for service quality and ensure continuous achievement of key metrics, including TAT and accuracy;
• Lead the review and standardisation of service processes; establish operating procedures and service standards, and continuously improve team efficiency and delivery quality;
• Act as the escalation point for complex cases and cross-functional issues, working closely with the sales service team to resolve service bottlenecks.

2. Policy Service Administration

• Oversee end-to-end policy lifecycle administration, covering new business, policy changes, reinstatement and routine service requests;
• Review policy documents, system input and client correspondence to ensure accuracy and completeness;
• Handle enquiries from various business partners, provide professional and timely service support, and take ownership of complex issues and responses.

3. Quality Control, Compliance and Reporting

• Monitor and report key operational metrics, including TAT, processing accuracy and service quality scores, and drive continuous improvement;
• Ensure all service processes comply with regulatory requirements, internal guidelines and Anti-Money Laundering / Counter-Terrorist Financing (AML/CTF) standards;
• Collaborate with Compliance, IT and business teams to implement process improvements, system upgrades and regulatory updates.

Requirements

1. At least 5 years of life insurance operations experience, including at least 1–2 years of team leadership or supervisory experience;
2. Strong understanding of life insurance products, policy administration processes and related documentation requirements;
3. Experience in serving high-net-worth clients is preferred;
4. IIQE Papers 1 and 3 required; Paper 5 preferred. Bachelor’s degree or above;
5. Strong attention to detail, with solid analytical and problem-solving skills;
6. Customer-oriented, with the ability to manage multiple concurrent tasks effectively in a fast-paced environment;
7. Fluent in written and spoken English and Chinese, with Cantonese and/or Putonghua proficiency;
8. Proficient in MS Office. Familiarity with insurance core systems or digital service platforms is preferred.