Head of Policy Admin and CS (Life insurance)

Omni Group Asia Limited; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

Omni Group Asia Limited is seeking a Head of Policy Admin and CS (Life Insurance) to lead Policy Administration and Customer Service operations in Hong Kong. You will oversee policy servicing, issuance, alterations, renewals, reinstatements, and claims support while driving customer satisfaction and service quality.

You will shape customer journeys, manage risk and governance, and drive change initiatives with cross-functional partners across Distribution, Product, Marketing and Technology.

Qualifications

• Bachelor's degree required in a related field.
• 12-15 years of life insurance operations, policy administration or customer service.
• Proven leadership experience managing sizeable operational teams and multiple managers.
• Strong understanding of life insurance products, policy servicing processes and regulations.
• Experience leading operational transformation, automation, or system implementation.

Responsibilities

• Lead daily operations of Policy Administration and Customer Service.
• Ensure accurate processing of policy servicing transactions (issuance, alterations, renewals, reinstatements, claims support, maintenance).
• Oversee customer service channels and ensure timely, high-quality responses to inquiries and complaints.
• Drive service excellence and improve productivity through resource planning and performance management.
• Collaborate with Distribution, Product, Marketing and Technology to enhance customer journeys.
• Lead strategic initiatives for transformation, automation, and straight-through processing.
• Strengthen controls, compliance, audits and governance.
• Build and coach leaders across Policy Administration and Customer Service.

Skills

Leadership

Operational management

Stakeholder management

Change management

Analytical & problem solving

Communication skills

Customer-centricity

Regulatory knowledge

Strategic planning

Education

Bachelor's degree in Business Administration, Finance, Insurance, Operations Management, or related discipline

Job description

Head of Policy Admin and CS (Life insurance)

Lead and manage the daily operations of Policy Administration and Customer Service functions.

Ensure efficient and accurate processing of policy servicing transactions, including policy issuance, alterations, renewals, reinstatements, claims support, and policy maintenance activities.

Oversee customer service channels, ensuring timely and high-quality responses to customer enquiries, requests, and complaints.

Drive service excellence and operational efficiency through effective resource planning and performance management.

Customer Experience

Develop and execute strategies to enhance customer satisfaction, retention, and service quality.

Champion a customer-centric culture across operational teams.

Monitor customer feedback, service metrics, and complaints to identify opportunities for improvement.

Collaborate with Distribution, Product, Marketing, and Technology teams to enhance customer journeys.

Business Transformation & Change Management

Lead strategic initiatives to transform policy administration and customer service capabilities.

Drive process simplification, automation, digitalization, and straight-through-processing initiatives.

Partner with technology teams and vendors on system enhancements, platform migrations, and operational change projects.

Identify and implement innovative solutions to improve productivity, scalability, and customer outcomes.

Risk, Compliance & Controls

Ensure operational processes comply with regulatory requirements, internal policies, and governance standards.

Strengthen operational controls and risk management practices to mitigate operational, conduct, and customer risks.

Manage audits, regulatory reviews, and remediation activities.

Ensure robust procedures, documentation, and quality assurance frameworks are maintained.

Stakeholder Management

Build strong partnerships with internal stakeholders including Distribution, Product, Compliance, Risk, Finance, Actuarial, Technology, and Operations teams.

Act as a key escalation point for complex operational and customer service matters.

Present operational performance, transformation progress, and risk metrics to senior management and relevant committees.

Lead, coach, and develop managers and teams across Policy Administration and Customer Service.

Foster a high-performance culture focused on accountability, customer-centricity, continuous improvement, and employee engagement.

Develop succession plans and build leadership capabilities within the function.

Requirements

Qualifications & Experience

Bachelor's degree in Business Administration, Finance, Insurance, Operations Management, or related discipline.

Minimum 12-15 years of experience in life insurance operations, policy administration, customer service, or related functions.

Proven leadership experience managing sizeable operational teams and multiple managers.

Strong understanding of life insurance products, policy servicing processes, and industry regulations.

Demonstrated success leading operational transformation, process re-engineering, automation, or system implementation projects.

Experience working within a highly regulated financial services environment.

Knowledge & Skills

Strong operational management and service delivery expertise.

Excellent understanding of policy administration systems and customer servicing platforms.

Sound knowledge of risk management, governance, and regulatory requirements.

Strong analytical and problem-solving capabilities.

Proven ability to lead change and influence stakeholders across all levels.

Excellent communication and presentation skills.

Customer-focused mindset with strong commercial awareness.

Ability to navigate ambiguity and drive execution in a fast-changing environment.