You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Key Responsibilities
- People leadership & supervision: Lead, coach and supervise case managers and operations staff set clear objectives, manage capacity and allocation, provide on-the-job training, conduct regular performance conversations, and build a strong risk and service culture.
- End-to-end case management governance: Oversee new business and underwriting case progression from onboarding to policy issuance ensure complete and accurate submission packages, proper tracking, follow-up, and timely progression of medical/financial requirements.
- In-force operations management: Supervise in-force servicing, renewals, policy alterations, client queries and claims administration (where applicable) to ensure accuracy, timeliness and a premium HNW client experience.
- Service excellence & stakeholder management: Maintain service standards aligned to Sun Life brand expectations proactively manage relationships with HNW clients, internal partners and distribution channels (International & Local Brokers, Agency, Bancassurance and MCI) and provide operational guidance and training as required.
- Risk, compliance & controls: Establish and maintain robust controls to ensure adherence to AML, KYC, CDD, sanctions screening, privacy and regulatory requirements keep operating manuals and guidelines current and ensure consistent execution by the team.
- Quality, KPI/KRI & turnaround time management: Monitor and manage key operational metrics (KPI/KRI, TAT, quality and rework) implement corrective actions, drive root-cause analysis and provide clear management reporting on performance and emerging risks.
- Escalation & issue management: Handle critical or sensitive cases and ad-hoc incidents assess impact, identify mitigating actions, and escalate promptly with clear options and recommendations to senior management.
- Project leadership & continuous improvement: Represent HNW Operations in project and change initiatives (product development, systems and process enhancements) identify gaps, streamline workflows, digitize where appropriate, and drive service and productivity improvements.
- Audit & assurance: Support internal and external audits coordinate responses, implement remediation plans, and ensure findings are closed satisfactorily and sustainably.
Product & proposition support: Partner with stakeholders to support HNW product and proposition development and operational readiness across Whole of Life, Universal Life, PPLI and VUL (as applicable).
Skills and Experience
- Strong HNW case management experience, including end-to-end ownership from onboarding to policy issuance and post-issue servicing.
- Strong product knowledge of Universal Life, Whole of Life and ILAS (and ability to expand scope into PPLI and VUL as required).
- Sound HNW underwriting knowledge and ability to anticipate/document underwriting requirements to reduce cycle time and rework.
- Strong interpersonal skills and discretion to collect financial, personal and health-related information from HNW clients (often sensitive) while minimizing unnecessary or repetitive contact.
- Strong problem-solving skills across Operations, Investment, Product and Policy administration, including identifying practical wealth structuring and servicing solutions.
- Strong understanding of HNW client needs and operational risks across Agency, Financial Institutions and HNW channels, with the ability to balance service delivery and risk mitigation.
- Proven ability to supervise and develop team members through coaching, quality review, constructive feedback, and effective escalation management.
- Strong understanding of AML, KYC, CDD, sanctions and related risk control activities.
- Clear evidence of appropriate skills and competencies, including relevant insurance qualifications.
- Proactive: Anticipates customer and business needs, identifies issues early, and takes initiative to support others and prevent negative outcomes.
- Service-driven: Delivers on commitments and targets with high quality and timeliness. Strong customer-facing skills (in-person, phone and written) in Chinese and English.
- Innovation & creativity: Continuously seeks better ways of working and embraces digital solutions. Willing to take on new challenges and present well-reasoned ideas to improve outcomes.
- Competency: Quick to grasp new concepts, requires minimal supervision, and can be relied upon to execute accurately. Able to assess a problem and propose practical solutions and action plans.
- Confidence: Professional, assertive and credible able to speak up constructively and influence stakeholders. Inspires confidence through sound judgment and consistently high-quality work.
- Communication: Excellent spoken and written English conversational Mandarin is an advantage.
Qualifications
- University degree (BA/BS) or equivalent.
- 8+ years of relevant case management / insurance operations experience (HNW exposure preferred).
- FLMI and IIQE qualifications (Papers 1, 3 & 5) are an advantage.
We offer 5-day work, attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.
We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).
Job Category:
Customer Service / Operations
Posting End Date:
29/06/2026
