Global Health Insurance Operations Lead

Jingdong Development France; Hong Kong; On-site; HKD 500,000 - 1,000,000; Full time

Job summary

JD.com (JINGDONG) seeks a senior customer service operations leader in Hong Kong, responsible for health and major illness insurance underwriting, claims follow-up, and high-stakes client management in a fast-paced, cross-functional setting.

You will analyze service data, improve SOPs for compliance and renewals, and coordinate with product and marketing to reduce policy churn and enhance customer satisfaction. Strong negotiation and problem-solving skills are essential.

Qualifications

• Bachelor's degree or higher; 5+ years in customer service with at least 2–3 years in insurance or financial management roles.
• Strong understanding of life, non-life, or health insurance products and claims logic.
• Proven ability to manage customer conflicts under pressure and derive executive-friendly resolutions.
• Analytical mindset with the ability to identify process pain points from data.
• Excellent cross-department communication and negotiation skills.

Responsibilities

• Operate health and major illness insurance underwriting, claims follow-up and related customer service tasks.
• Respond to customer inquiries and conduct post-sale follow-ups to ensure satisfaction.
• Review and optimize SOPs to ensure service quality, renewals and claim guidance comply with regulations and privacy laws.
• Analyze customer feedback and service data to identify product gaps or process issues, and provide improvement recommendations to product/marketing.
• Serve as final escalation point for major complaints or crises, coordinating legal, compliance and claims teams to resolve issues.

Skills

Emotional intelligence

Data analysis

Negotiation

Cross-functional collaboration

Underwriting knowledge

Education

Bachelor's degree

Tools

Customer service systems

Job description

JD.com (JINGDONG) seeks a senior customer service operations leader in Hong Kong, responsible for health and major illness insurance underwriting, claims follow-up, and high-stakes client management in a fast-paced, cross-functional setting.

You will analyze service data, improve SOPs for compliance and renewals, and coordinate with product and marketing to reduce policy churn and enhance customer satisfaction. Strong negotiation and problem-solving skills are essential.