Manager/ Assistant Manager, Operations (Policy Administration)

China Taiping Life Insurance (Hong Kong) Company Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

China Taiping Life Insurance (Hong Kong) Company Limited seeks an Assistant Operations Manager with strong leadership and policy administration expertise. You will oversee KPI-driven operations, coach the POS team, ensure IA regulatory compliance, and drive outsourcing and digital initiatives.

The role also involves coordinating with distribution channels and handling escalations. The ideal candidate has 8+ years in policy administration, 3-5 years in management, and fluent English/Chinese with

Qualifications

• Bachelor degree in related field or equivalent.
• Professional Insurance qualifications (e.g. FLMI/LOMA) preferred but not required.
• Minimum 8 years of experience in Policy Administration (life insurance preferred).
• 3-5 years in a managerial or supervisory role.
• Strong leadership, collaboration and problem-solving skills.
• Fluent English and Chinese; Putonghua required.

Responsibilities

• Monitor departmental KPIs and oversee daily operations to meet TAT and quality standards.
• Manage manpower planning and task delegation; track and evaluate work progress.
• Provide coaching and training to the POS team.
• Ensure compliance with IA regulations, internal policies, and risk management.
• Manage outsourcing strategies and vendor service quality.
• Drive digital transformation of policy administration services.
• Support business requirements of distribution channels and train staff.
• Handle escalation of customer complaints and approve exceptional cases.
• Collaborate with banks to streamline premium financing and policy assignments.
• Develop and review policy servicing guidelines and SOPs.

Skills

Leadership

Stakeholder engagement

Team leadership

Problem-solving

Collaboration

Training & coaching

MS Office proficiency

Education

Bachelor Degree in Business Administration, Finance, Economics, or related

FLMI/LOMA qualifications (preferred)

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Performance & Quality Management: Monitor departmental KPIs and oversee daily operations, ensuring service turnaround times (TAT) and quality standards are consistently met;

Resource Allocation: Manage manpower planning and departmental task delegation; proactively track and evaluate work progress;

Team Leadership: Provide problem-solving support, coaching, and comprehensive training to the Policy Owner Service (POS) team;

Regulatory & Compliance Oversight: Ensure all policy administration applications and operational workflows strictly comply with Insurance Authority (IA) regulations, internal compliance, statutory laws, and risk management requirements;

Vendor Management: Manage outsourcing operations by formulating outsourcing strategies, establishing audit/review frameworks, conducting training for outsourced personnel, and closely monitoring overall vendor service quality;

Digital Transformation: Drive the digitalization of policy administration services and spearhead the development and continuous optimization of core system functionalities;

Business Channel Support: Support the business requirements of various distribution channels by optimizing service workflows, delivering training, and reviewing related training materials;

Escalation Management: Handle escalated customer complaint cases; review and approve exceptional cases, appeals, and payment authorizations;

Stakeholder Engagement: Collaborate with distribution channels and bank partners to streamline premium financing and policy assignment (collateral) processes; review and refine Policy Replacement Declaration templates;

Operational Documentation: Develop and review policy servicing guidelines (including Standard Operating Procedures for new products), application forms, and policyholder correspondence.

Requirements

Bachelor Degree Holder in Business Administration, Finance, Economics, or a related discipline;

Professional Insurance qualifications (e.g. FLMI/ LOMA) are preferred but not necessary;

Minimum 8 years solid experiences in Policy Administration (life insurance industry is preferred), with at least 3-5 years in a managerial or supervisory capacity;

Good leadership, collaboration and problem-solving skills;

In-depth understanding of Policy Administration, structure of insurance products and regulatory frameworks;

Proficiency in using MS Office (Word, Excel and PowerPoint)

Good command of written and spoken English and Chinese, proficiency in

Putonghua is required.

Taiping Life Hong Kong is one of the professional life insurance companies under China Taiping Insurance Group, having commenced operations in 2015. It has been deeply rooted in the insurance markets of Hong Kong and Macau, committed to building a boutique life insurance company with the most valuable growth.

In recent years, Taiping Life Hong Kong has accelerated its transformation and high-quality development, innovatively launching GBA elderly care services with increasing popularity, and its business development has risen to the forefront of the Hong Kong and Macau markets. By 2024, its total assets approached 100 billion Hong Kong dollars.

Taiping Life Hong Kong is one of the professional life insurance companies under China Taiping Insurance Group, having commenced operations in 2015. It has been deeply rooted in the insurance markets of Hong Kong and Macau, committed to building a boutique life insurance company with the most valuable growth.

In recent years, Taiping Life Hong Kong has accelerated its transformation and high-quality development, innovatively launching GBA elderly care services with increasing popularity, and its business development has risen to the forefront of the Hong Kong and Macau markets. By 2024, its total assets approached 100 billion Hong Kong dollars.

What can I earn as an Assistant Operations Manager