Senior Manager, Agency and Broker Operation Solution

Responsibilities

• Provide case management for new business submissions, policy servicing requests, and claims cases, across retail and jumbo segments, including complex retail cases
• Act as a key point of escalation for sensitive or high-impact cases, ensuring timely resolution and service quality in line with agreed SLAs
• Build trusted partnerships with Agency and Broker leaders, proactively managing application progress, outstanding requirements and key delivery milestones to enhance client experience and business outcomes.
• Foster strong collaborative relationships with internal functions, including Underwriting, Operations, Legal, Compliance, and Claims, as well as external bank partners, ensuring seamless case handling and effective issue resolution
• Provide operational guidance and training to Agency, Broker, and key business partners on case management processes, premium financing arrangements, and new business initiatives
• Act as a strategic advisor to Agency, Broker, and key business partners by providing operational guidance, case consultation, and training on case management processes, premium financing arrangements, and new business initiatives
• Build and maintain strong relationships with key internal and external stakeholders to drive service excellence, strengthen client experience, and support business growth
• Produce regular monitoring and management reports for insights and recommendations to management
• Identify process gaps and optimization opportunities through stakeholder feedback and operational analysis, proposing and implementing practical solutions to improve efficiency, service quality, and controls
• Support governance initiatives, audits, and ad hoc projects as assigned

Requirements

• Bachelor's degree or equivalent professional qualification
• Professional insurance qualification (e.g. FLMI, HKFI) is a strong advantage
• 10 years of relevant experience in insurance operations or case management with exposure to agency, broker and jumbo cases
• Solid understanding of trust and corporate ownership structures, premium financing arrangements, and AML / regulatory frameworks
• Proven ability to manage multiple stakeholders and resolve complex operational issues in a fast-paced environment
• Strong analytical and reporting capabilities, with experience producing management and performance dashboards
• Excellent communication, presentation, and problem-solving skills.
• Strong written and spoken English and Mandarin
• 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:
• 30/08/2026

Additional Information

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: The Senior Manager will lead end-to-end case management across Agency and Broker channels, with a focus on complex retail cases, high-value and jumbo cases. This role partners closely with distribution channels, Legal & Compliance, Operations, and external bank partners to deliver efficient onboarding, policy servicing, and claims support, while driving operational excellence, governance, and continuous improvement.

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