Lead / Director - Policy Servicing I Policy Administration

Oliver James Group; Hong Kong; On-site; HKD 1,800,000 - 3,000,000; Full time

Job summary

Oliver James Executive is supporting a multinational life insurance HK business unit to recruit a Lead/Director of Policy Administration to lead the comprehensive end-to-end policy servicing function for premier advisors.

In this critical leadership role, you will partner with distribution and agency leaders, champion continuous improvement, and drive servicing capabilities through process optimization, automation, and digitization while ensuring regulatory and risk compliance.

Qualifications

• University degree in Business Administration, Insurance, Finance or related discipline.
• 10+ years in life insurance policy administration or related fields with hands-on leadership.
• Strong knowledge of ILAS and policy workflows.
• Fluent in English; Cantonese and Mandarin desirable.

Responsibilities

• Oversee core policy servicing activities within policy management.
• Lead, coach, and develop policy servicing team for high performance.
• Partner with agency and distribution leaders to resolve servicing matters.
• Drive digitization and process improvements to boost productivity and compliance.
• Provide SME guidance on new products and regulatory requirements.

Skills

Team Leadership

Policy Administration

Stakeholder Management

Process Improvement

Digital Transformation

Communication Skills

Multilingual

Education

University degree in Business Administration, Insurance, Finance

Job description

Oliver James Executive are supporting a MNC Life Insurance HK BU to find a Lead / Director of Policy Administration to lead their comprehensive end-to-end policy servicing function for premier advisors.

In this critical leadership role, you will act as a trusted operational partner to distribution and agency leaders, champion continuous improvement, and drive servicing capabilities through process optimization, automation, and digitization.

Key Responsibilities

• Service Delivery & Operations Leadership: Oversee all core policy servicing activities within the policy management division, ensuring service standards, turnaround times, and quality targets are consistently met.
• Team Development: Supervise, coach, and develop a dedicated team of policy servicing professionals, fostering a high-performance, customer-centric culture.
• Stakeholder & Distribution Partnership: Serve as a primary point of contact for agency and distribution leaders, building strong cross-functional partnerships (across Product, Compliance, and Operations) to resolve complex servicing matters and elevate the advisor experience.
• Operational Transformation: Champion digitization and service excellence initiatives to streamline processes, improve productivity, and ensure full regulatory and risk compliance.
• Subject Matter Expertise: Act as the internal authority for Individual Financial Planning (IFP) policy administration, providing operational guidance for new products, system enhancements, and regulatory requirements.

What We Are Looking For

• Education: University degree in Business Administration, Insurance, Finance, or a related discipline.
• Experience: Minimum of 10 years of relevant experience in life insurance policy administration, operations, customer servicing, or agency support, backed by hands-on team leadership.
• Technical Knowledge: Strong expertise in life insurance products (including traditional and investment-linked assurance schemes / ILAS) and end-to-end policy administration workflows.
• Relationship Skills: Proven experience partnering with distribution channels and managing senior stakeholder relationships.
• Communication: Excellent communication, presentation, and influencing skills in English, Cantonese, and Mandarin.
• Preferred Credentials: Professional insurance qualifications such as FLMI, LOMA, or equivalent, alongside a background in leading digital transformation or process re-engineering.