Job Summary
This role supports the manager in ensuring smooth day-to-day operations for the HNW business, delivering department KPIs, and maintaining full compliance with regulatory requirements and internal guidelines. It also drives continuous improvement through a customer-centric approach to enhance service quality, operational efficiency, and customer/intermediary satisfaction.
Responsibilities
- Execute key operational outcomes for HNW customers to ensure customer, intermediary, and regulatory expectations are met.
- Perform daily policy alterations, review financial transactions, and seek management approval.
- Manage inquiries and feedback from various service channels, and conduct investigations into regulatory complaints.
- Participate in projects, including but not limited to back-book reviews, audits, and data cleanup.
- Monitor, analyze and report performance data (e.g., turnaround time, quality assurance, exceptional cases)to identify root causes, surface trends and drive actionable improvements.
- Maintain collaborative relationships with cross-functional stakeholders to enhance engagement with intermediaries as well as end customers.
- Demonstrate strong ownership and commitment to deliverables proactively identify team challenges, build capability, and develop potential talents.
- Perform any other project or work as assigned.
Requirements
- University Graduate or above.
- Ability to read and review Chinese-language documents and handle any verbal queries in Chinese
- At least 5 years working experience in customer service, policy administration or related discipline.
- Sound knowledge of life insurance products.
- Strong understanding of CDD,AML and risk control is advantageous.
- ALMI & ACS would be an advantage.
- Proficiency in MS Office applications including Copilot, PowerPoint, Outlook, Word and advanced Excel(e.g., PivotTables, Power Query) experience with reporting/dashboard tools(e.g., Power BI) is a plus.
- Strong level of learning agility with can-do attitude.
- Ability to multitask, prioritize and manage time well on tight deadlines.
- Customer-centric mindset with the maturity to serve HNW customers and intermediaries with professionalism, empathy and attention to detail.
- Strong reporting, data analysis and storytelling skills to translate metrics into clear insights and recommendations.
- Strong problem-solving and effective communication skills for case resolution.
- Skilled in motivating and coaching others.
- Ability to develop collaborative relationships across all levels of peers, as well as externally.
We offer attractive remuneration package including performance bonus, 5-day work week, fringe benefits (medical, dental, life insurance) and good career prospect to the right candidate.
Interested candidates are invited to submit the application with detailed resume stating educational background, working experience, current and expected salaries and contact number.
Your application will be treated in strict confidence. Only shortlisted candidates will be notified.
Personal data collected will be used for recruitment purposes.
Personal data of unsuccessful applicants may be retained up to two years only.
