Health Insurance Operations Lead

JINGDONG Insurance Consultants (Hong Kong) Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

JD.com (JINGDONG) in Hong Kong seeks an experienced Insurance Operations Leader to manage health insurance client services, underwriting, and claims support. You will drive SOP improvements, ensure compliance, and coordinate across departments to resolve complex cases.

The role requires 5+ years in customer service with insurance/finance management and a strong grasp of health, life, or PMI products, plus regulatory knowledge. A dynamic, solutions-oriented mindset is essential for success.

Qualifications

• Strong ability to manage pressure and resolve conflicts in a fast-paced environment.
• Solid analytical skills to review policy data, claims, and performance metrics.
• Excellent written and verbal communication with cross-team collaboration capabilities.

Responsibilities

• Oversee end-to-end processing for medical and critical illness health insurance applications, underwriting, and claims follow-up.
• Respond to client inquiries and conduct post-enrollment follow-ups to ensure satisfaction.
• Review and optimize SOPs for policy servicing, renewals, and claims guidance to ensure regulatory compliance.
• Ensure all service workflows comply with insurance regulations, data privacy laws, and internal audit standards.
• Analyze customer feedback and service data to identify product gaps and process pain points; provide improvement recommendations to product and marketing teams.
• Monitor policy churn trends and develop strategies to improve customer retention and engagement.
• Serve as final escalation point for major complaints or crises, coordinating legal, compliance, and claims to resolve issues.
• Respond rapidly to service crises (system downtime, regulatory inspections, or negative PR) to safeguard company reputation.

Skills

Stress management

Data analytics

Negotiation

Education

Bachelor's degree or above

Job description

JD.com (JINGDONG) in Hong Kong seeks an experienced Insurance Operations Leader to manage health insurance client services, underwriting, and claims support. You will drive SOP improvements, ensure compliance, and coordinate across departments to resolve complex cases.

The role requires 5+ years in customer service with insurance/finance management and a strong grasp of health, life, or PMI products, plus regulatory knowledge. A dynamic, solutions-oriented mindset is essential for success.