Set performance goals, workload distribution, training programs, and quality standards for handling in-force HNW cases.
Oversee end-to-end policy servicing operations for in-force portfolios, including policy changes (e.g., beneficiary/ownership updates, trust restructurings, sum assured adjustments), premium payments/reinstatements, policy loans/surrenders, partial withdrawals, maturity/claims processing, and annual policy reviews/illustrations.
Manage jurisdictional nuances: Bermuda for offshore flexibility and policy administration, liaising with Hong Kong and Singapore for wealth hub compliance; ensure optimal handling based on client residency, tax, and regulatory requirements.
Serve as the escalation point for complex/high-profile servicing issues, such as cross-border changes, premium financing adjustments, trust-owned policy updates, AML/KYC refreshes, or disputed transactions.
Drive operational excellence: Optimize workflows, SLAs, digital tools/systems (e.g., policy admin platforms), and automation to improve turnaround times, accuracy, and client/broker satisfaction while reducing errors and lapses.
Ensure full compliance with Bermuda Monetary Authority (BMA), Hong Kong Insurance Authority (IA), Monetary Authority of Singapore (MAS), AML/CFT, FATCA/CRS, tax reporting, and carrier-specific guidelines across jurisdictions.
Foster strong relationships with key stakeholders: HNW brokers, private bankers, relationship managers, external advisors (trust/estate lawyers, accountants), and carrier policy teams to facilitate smooth servicing and support retention/referrals.
Monitor key metrics (e.g., persistency rates, lapse ratios, servicing turnaround, client satisfaction scores, error rates) and produce regular reporting/insights for senior management on trends, risks, and improvement areas.
Stay abreast of product/regulatory updates (e.g., product servicing rules, cross-border tax changes, HK/Singapore professional investor requirements) and implement best practices for HNW in-force management.
Contribute to strategic projects: Digitization of servicing processes, capacity planning, carrier/vendor management, and enhancements to support HNW business growth and client experience.
Support annual policy reviews, cash value projections, legacy/estate updates, and coordination with claims teams for death/maturity benefits in sensitive HNW cases.
Requirements & Qualifications
8+ years of progressive experience in life insurance policy administration/servicing, with at least 4-5 years focused on high-net-worth/ultra-high-net-worth in-force policies (complex changes, flexible structure, premium financing preferred).
Proven leadership experience in policy servicing, administration, or client operations within insurance (carrier, brokerage, or bancassurance environments).
In-depth knowledge of Bermuda-regulated (offshore), Hong Kong-regulated, and Singapore-regulated life products, including IUL, whole-of-life, and savings/legacy plans.
Active/relevant licensing: Hong Kong IA (IIQE Papers or equivalent); strong familiarity with Singapore MAS and Bermuda BMA frameworks (or ability to comply/qualify promptly).
Professional qualifications preferred (e.g., FLMI, CLU, LOMA certifications, or advanced insurance/operations qualifications).
Strong track record in maintaining high persistency, resolving complex servicing issues, and delivering exceptional client/broker service.
Outstanding leadership, communication, and stakeholder management skills; ability to interact at senior levels with private bankers, family offices, and
Benefits
Flexible schedule
Additional Information
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.
We are seeking a strategic and experienced leader as Head of High Net Worth Policy Servicing to manage the post-issuance administration and ongoing servicing of complex, high-value life insurance policies for ultra-high-net-worth (UHNW) clients, family offices, and business owners across Asia and globally.
This role will be handling Bermuda-regulated (offshore/flexible structures), Hong Kong-regulated (onshore/protection/savings), and Singapore-regulated products. You will ensure seamless policy maintenance, accurate execution of changes, high persistency, regulatory compliance, and premium client service while collaborating with relationship managers, brokers, private bankers, trustees, and carriers. The position drives operational efficiency, minimizes lapses, enhances client retention, and supports long-term wealth protection strategies in a multi-jurisdictional HNW environment.
Prudential · (group Head Office), Hong Kong