What the role is?

We are seeking a seasoned life insurance operations professional to lead our Policy Administration and Post-Sales Services Center of Excellence. This senior specialist leadership role will provide technical authority, governance, and advisory support across policy servicing matters, including complex case handling, policy interpretation, AML-related requirements, regulatory change implementation, and enhancement of operating guidelines across post-sales policy administration functions.

·         Lead the Center of Excellence as the key technical authority for policy administration and post-sales life insurance servicing matters, excluding claims.

·         Provide expert advice on complex policy servicing cases, non-standard requests, exception handling, policy interpretation, policy alterations, and sensitive customer situations.

·         Strengthen governance, consistency, and control effectiveness by reviewing and standardising servicing guidelines, operating procedures, interpretation notes, and case handling protocols.

·         Oversee AML-related servicing controls and translate regulatory changes into practical business rules, procedures, control measures, training materials, and implementation actions.

·         Support audit, issue remediation, regulatory implementation, incident advisory, and root cause assessment activities by providing technical input and control enhancement recommendations.

·         Drive knowledge management, procedural updates, and technical training to build capability and ensure consistent application of servicing standards across teams.

·         Partner closely with senior stakeholders, the Head of Policy Administration and Post-Sales Services, compliance, operations, customer service, and other relevant functions to deliver sound and practical servicing solutions.

Who we look for?

·         Bachelor's degree in Business, Insurance, Finance, Law, or a related discipline.

·         Minimum 15 years of relevant experience in life insurance operations, policy administration, customer service, or policy servicing, with strong exposure to technical case handling and operational governance.

·         Deep knowledge of life insurance products, policy contract provisions, post-sales servicing processes, administration systems, and regulatory expectations applicable to Hong Kong insurance operations.

·         Strong understanding of AML, compliance, operational risk, and regulatory change management in relation to policy servicing and customer administration activities.

·         Proven ability to interpret policy terms, regulations, and procedural requirements, and convert them into clear, practical guidance for frontline and back-office teams.

·         Strong stakeholder management, analytical, problem-solving, communication, and influencing skills.

·         Experience in leading technical teams, managing escalations, and driving process, service, or control enhancements.

·         Professional insurance or compliance qualifications such as FLMI, ALHC, ICA, CAMLP, or equivalent would be an advantage.