Agency Operation Manager

Omni Group Asia Limited; Hong Kong Island; On-site; HKD 520,000 - 680,000; Full time

Job summary

Omni Group Asia Limited is seeking a seasoned Operations Lead to supervise daily agency operations, ensuring accurate, timely service delivery within the life insurance business.

You will coordinate across underwriting, new business, policy administration and claims, drive process improvements, manage office controls, and coach the operations team to uphold service excellence in a fast-paced environment.

Qualifications

• Degree in Business Administration, Insurance, Finance, or related field.
• Minimum 5 years in insurance operations or life insurance related roles.
• Proven leadership to manage, motivate, and develop teams.
• Strong knowledge of life insurance operations (new business, policy administration, servicing).
• Ability to manage escalations and drive process improvements.
• Excellent stakeholder management and cross-functional communication.
• Customer-focused with service excellence mindset.
• Highly organized with multitasking in a fast-paced environment.
• Proficient in Microsoft Office (Excel, PowerPoint, Word).

Responsibilities

• Lead and oversee daily agency operations to ensure service delivery.
• Monitor new business applications, policy servicing requests, agent inquiries, and case follow-ups.
• Identify, investigate, and resolve operational issues with escalation as needed.
• Collaborate with underwriting, new business, policy administration, claims and other stakeholders to expedite cases.
• Drive continuous process improvement to boost effectiveness, productivity, and customer experience.
• Manage agency office administration, controls and compliance with internal policies.
• Support agency leaders in executing operational strategies and achieving business objectives.
• Lead, coach, and develop the operations support team to a high-performance culture.

Skills

Leadership

People management

Stakeholder management

Communication

Project management

Attention to detail

Customer focus

Organizational skills

Team coaching

Education

Bachelor’s degree in Business Administration, Insurance, Finance, or related field

Tools

Microsoft Office

Job description

Lead and oversee daily agency operations to ensure efficient, accurate, and timely service delivery.

Monitor new business applications, policy servicing requests, agent enquiries, and case follow-up activities to maintain high service standards.

Identify, investigate, and resolve operational issues, ensuring prompt follow-up and appropriate escalation where necessary.

Collaborate closely with underwriting, new business, policy administration, claims, and other internal stakeholders to expedite pending cases and resolve operational bottlenecks.

Drive continuous process improvement initiatives to enhance operational effectiveness, productivity, and customer experience.

Manage agency office administration, operational controls, and compliance with internal policies and procedures.

Support agency leaders in implementing operational strategies and achieving business objectives.

Lead, coach, and develop the operations support team to foster a high-performance and service-oriented culture.

Requirements

Degree holder in Business Administration, Insurance, Finance, or a related discipline.

Minimum 5 years of experience in insurance operations, agency administration, policy servicing, or related functions within the life insurance industry.

Proven leadership experience with the ability to manage, motivate, and develop teams.

Strong understanding of life insurance operational processes, including new business, policy administration, and servicing workflows.

Demonstrated ability to manage escalations, solve complex operational issues, and drive process improvements.

Excellent stakeholder management and communication skills, with the ability to work effectively across different functions and levels.

Customer-focused with a strong service mindset and commitment to operational excellence.

Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.

Preferred Qualifications

Professional insurance qualifications (e.g., LOMA, FLMI, ANZIIF) will be an advantage.

Experience supporting agency distribution channels and field force operations is highly preferred.