Case Management, Assistant Manager

Omni Group Asia Limited; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Job summary

Omni Group Asia Limited in Hong Kong is seeking a Senior Case Management specialist to ensure timely handling of new business submissions and underwriting requirements across the Agency channel.

You will review documentation for completeness, act as a key contact for agency leaders and frontline agents, and monitor case progress to resolve issues.

Collaborate with Underwriting, Operations, Compliance, and Distribution to improve turnaround time, and contribute to training and process improvements.

Qualifications

• Bachelor’s degree in Business, Insurance, Operations, or related discipline.
• 5-8 years of experience in life insurance case management, agency operations, underwriting support, or new business processing.
• Strong understanding of life insurance products, underwriting requirements, and agency distribution operations.
• Excellent communication and stakeholder-management skills, especially when working with agency leaders and frontline agents.
• Strong analytical skills with high attention to detail and problem-solving ability.
• Well-organised, proactive, and able to manage multiple tasks under tight timelines.
• A collaborative team player with a strong sense of responsibility and service mindset.

Responsibilities

• Provide case management support to the Agency channel, ensuring timely handling of new business submissions and underwriting requirements.
• Review case documentation for completeness, compliance, and alignment with company guidelines before submission.
• Act as a contact point for agency leaders and frontline agents, offering guidance on case requirements and submission best practices.
• Monitor case progress, follow up on outstanding requirements, and resolve issues to ensure smooth processing.
• Analyse case trends, identify gaps or errors, and recommend improvements to uplift submission quality and operational efficiency.
• Support development of case management workflows, tools, and guidelines.
• Collaborate with Underwriting, Operations, Compliance, and Distribution to streamline processes and improve turnaround time.
• Prepare reports on case performance, turnaround time, and quality metrics for management review.
• Assist in organizing training sessions for agency teams on case submission standards, product requirements, and operational updates.
• Participate in system enhancement initiatives, UAT testing, and process improvement projects.
• Handle ad-hoc tasks to support business needs within the Agency Operations.

Skills

Case management

Stakeholder management

Attention to detail

Analytical thinking

Education

Bachelor’s degree in Business, Insurance, Operations, or related discipline

Job description

Provide case management support to the Agency channel, ensuring timely and accurate handling of new business submissions and underwriting requirements.

Review case documentation to ensure completeness, compliance, and alignment with company guidelines before submission.

Act as a key contact point for agency leaders and frontline agents, offering guidance on case requirements, underwriting rules, and submission best practices.

Monitor case progress, follow up on outstanding requirements, and proactively resolve issues to ensure smooth processing.

Analyse case trends, identify common gaps or errors, and recommend improvement actions to uplift submission quality and operational efficiency.

Support the development and enhancement of case management workflows, tools, and guidelines.

Collaborate closely with Underwriting, Operations, Compliance, and Distribution teams to streamline processes and improve turnaround time.

Prepare regular reports on case performance, turnaround time, and quality metrics for management review.

Assist in organising training sessions for agency teams on case submission standards, product requirements, and operational updates.

Participate in system enhancement initiatives, UAT testing, and process improvement projects.

Handle ad-hoc tasks to support business needs within the Agency Operations function.

Requirements

Bachelor’s degree in Business, Insurance, Operations, or related discipline.

5-8 years of experience in life insurance case management, agency operations, underwriting support, or new business processing.

Strong understanding of life insurance products, underwriting requirements, and agency distribution operations.

Excellent communication and stakeholder-management skills, especially when working with agency leaders and frontline agents.

Strong analytical skills with high attention to detail and problem-solving ability.

Well-organised, proactive, and able to manage multiple tasks under tight timelines.

A collaborative team player with a strong sense of responsibility and service mindset.