Policy Administration Manager, Insurance - Hang Seng Bank (HK)

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If you're looking for a career where you can make a real impression, join Hang Seng and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Insurance

Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.

Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank's retail and commercial network, with a dedicated team of professionals in place.

We are currently seeking a high caliber professional to join our team as Policy Administration Manager, reporting to Head of Policy Administration.

Principal Responsibilities:

• Recommend policy and general guidelines for policy administration so as to ensure a smooth and efficient operation of the support services
• Ensure all activities are delivered in accordance with the procedures and service standard and the business operates in accordance with Group and regulatory compliance and with robust internal control. Monitor and analyze servicing requests to identify trends and areas for improvement. Prepare and present regular reports on policy servicing activities in governance forum. Ensure compliance with industry regulations and company policies.
• Assist the manager to formulate and develop strategies related to policy administration in order to get client satisfaction through continuous improvement
• Monitor the changes and improvement in policy related administration and operation
• Ensure the administrative services provided are in good quality and can meet client satisfaction
• Coordinate with internal departments to ensure seamless policy servicing and resolution of issues identified. Maintain up-to-date knowledge of company policies, products, and procedures to offer informed guidance. Develop and implement processes to improve efficiency and effectiveness of policy administration support.
• Support projects focused on delivering Digital Servicing capability with Core Capability Solution from Group Insurance. The key objective is to enhance customer experience by allowing digital submission of servicing requests and achieve operation efficiency through Straight Through Process of related requests.
• Arrange and provide training to internal team members as well as external parties such as frontline staff/coordinators in matters concerning policy servicing for upholding of a professional servicing team as well as effective communication with different sales channels
• Initiate system enhancement for business growth and enhance service efficiency prepare user requirement and assist in UAT
• Perform balance sheet reconciliation and substantiation of ledger accounts related to insurance policy on regular basis. Conduct exceptional reporting, investigate and resolve discrepancies by collaborating with stakeholders (finance, operations, IT, etc) to ensure fulfillment of internal and external guideline and regulatory requirement

• University degree, preferably with LOMA, CFMP qualifications or passes in the Insurance Intermediaries Qualifying Examinations
• Minimum of 8 years relevant experience in life insurance industry, with exposure in insurance policy administration and customer service a definite advantage
• Knowledge of life insurance products and solid understanding of insurance operations
• Strong service orientation, with good interpersonal and communication skills
• Proficiency in both English and Chinese, with fluency in Putonghua an advantage
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

(Candidates with less experience will be considered for the position of Assistant Policy Administration Manager)

You'll achieve more when you join Hang Seng Bank Limited.

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Issued by Hang Seng Bank Limited

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