- Lead and oversee the Policy Service Operations team, embedding a service mindset to execute end-to-end policy processing, ensuring adherence to company policies, procedures, and service level agreements.
- Develop and implement strategic initiatives and policies to optimize the policy service function, ensuring operational efficiency, accuracy, and compliance with regulatory guidelines.
- Establish clear team goals and performance metrics that align with the company's strategic aims to direct and assess team performance effectively.
- Lead and manage the Policy Service Operations team by providing guidance and training, fostering a culture of service excellence, embracing a mindset of change, and promoting a collaborative and high-performing environment.
- Deliver regular feedback to team members to enhance their skills and knowledge, and conduct performance evaluations to support career development within the team.
- Conduct a review and evaluate policy engineering processes to enhance efficiency and customer experience. Collaborate with the project team to identify potential areas for automation and improvement, implementing solutions where applicable.
- Develop and maintain a comprehensive Standard Operating Procedure (SOP) for policy administration operations, ensuring alignment with operational, risk, and control perspectives.
- Prepare and review regular management reports with data analytics to identify trends and drive areas of improvement.
- Collaborate with cross-functional teams and departments to streamline processes, resolve escalated issues, and enhance overall operational effectiveness.
- Collaborate with the Operations L1B team to ensure quality assurance measures are in place for an accurate and timely policy administration process, as well as to conduct regular audits.
- Bachelor's degree in any discipline
- A minimum of 15 years' work experience in Life Operations within the insurance industry, preferably in Policy Service/Customer Service fields.
- A minimum of 10 years in a managerial role with proven experience in managing teams.
- Strong operational knowledge and experience in life insurance.
- Good knowledge and experience in best practices for building and maintaining customer service experiences.
- Good understanding of the behaviour and practices of salespeople from different distribution channels.
- Effective communication skills for interacting with various business units and stakeholders.
- Proven ability to handle multiple workloads.
- Strong people management skills.
- Fluent in written and spoken English and Chinese
- Proficient in Microsoft Office
- Excellent analytical, problem-solving, and multitasking abilities
- Optimistic and positive attitude
- Able to work in growing agile and ambitious environment
- Flexible and adaptable to change
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Senior Manager, Life Policy Administration - Hong Kong, 香港 - Prudential plc
描述
Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
This role will be the Lead in overseeing the Policy Service Operations team for executing end-to-end policy change processing. This role often requires a strategic leadership and operational management, focusing on service delivery to enhance customer satisfaction and drive business results. With a strong emphasis on cross-functional collaboration, the Senior Manager for Policy Service is a key role in shaping the Operation team within the organization.Job Responsibilities:
Job Requirements:
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