Policy Admin Manager

Our client is an insurance provider and they are now looking for a Policy Admin Manager to lead the team; attractive remuneration package and career progression will be offered to the right candidate. 

Policy Admin Manager

KEY RESPONSIBILITIES

Leadership & People Management


Lead a number of teams responsible for all policy servicing and administration activities
Coach and develop staff members to ensure the development of talent within the Operations area
Ensure the Policy Servicing Team is well-trained and equipped with the appropriate knowledge for work
Manage the overall performance of the team
A member of the Hong Kong Operations Management Team

Continuous Improvement


Identify opportunities for ongoing service improvement within Policy Servicing Team, Operations and work closely with other business functions for ongoing customer services improvement
Support ongoing operations wide continuous improvement activities on customer services, quality of deliverables in term of accuracy and completeness on timely basis
Take a lead role in the ongoing improvement of the policy services team in alignment with company’s strategy
Ensure the internal operational procedures and process are most up to date

Operational Management


Responsible for ensuring that all back office Operations processing is done within agreed turn-around-time (TAT) and to a high standard of quality and accuracy. Processes under the control of the Policy Service Manager include mailing & scanning, corporation actions, Monies in activity (premium collection and overdue processing), Monies out activity (surrenders, withdrawals, and lapses), all financial changes (i.e. those related to customer money or investments including fund switching and fund reallocation) as well as all non-financial changes to customer policies and all work / deliverables as per regulatory and compliance requirement.
Manage regular quality assurance checking on all Policy Servicing Processes, assessing employee capability and capacity and putting in place plans to develop or recruit the necessary capability
Work with customer complaint team to manage complaint and provide input to BAU for service improvement and risk avoidance.
Work closely with the Customer Services Manager (Customer Service) to develop effective working practices with Customer Services which ensure effective and timely response to the queries from customer and broker.
Ensure all activities are compliant with local regulations and company policy and are delivered according to the required time frame.
Monitoring demand on the Policy Servicing function from other functions and ensuring effective resource allocation in support of Policy Servicing BAU activity as well as projects
Participate in company projects as required, including providing resource to support items such as business requirement, testing and implementation
Monitor operational performance and risk, addressing trends and issues as appropriate
Ensure that all performance and risk reporting is completed on time and to a high standard, following the Company risk reporting framework
Act as an escalation point for any queries, complaints and disputes regarding Policy Servicing Matters
Authorize and approve all necessary exceptions and sign offs as per the agreed scheme of delegation
Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
Any ad-hoc task as assigned by manager

KEY SKILLS/QUALIFICATIONS


University graduate preferred.
FLMI and ACS preferable but not a must
At least 8 years’ experience in the life insurance industry preferably in Policy Servicing, with exposure to various types of policy alterations including fund-related transactions.
Extensive experience in premium collection including Direct Debit and Credit Card payment.
Good stakeholder management skill and strong leadership skill
Good command of both written and spoken English and Chinese
Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing.

Hong KongHong Kong Island Map

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