Policy Services Leader — Strategy & Service Excellence

Leadingnation; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Benefits offered by this job

Five-day work week

Competitive salary

MPF

Group life insurance

Group medical insurance

Career development opportunities

Job summary

Sun Life in Hong Kong seeks an experienced Senior Manager to lead Policy Administration Services, driving governance, service quality, and transformation initiatives. The role partners with Risk, Compliance and Technology to ensure compliant operations and exceptional customer outcomes.

The successful candidate will oversee complex servicing matters, build high-performing teams, and lead continuous improvement across policy servicing functions while maintaining strong governance.

Qualifications

• Minimum 10 years of experience in life insurance operations, policy administration or related areas.
• Minimum 5 years of people leadership experience in a management capacity.
• Demonstrated experience leading operational, service quality or transformation initiatives.
• Strong understanding of life insurance products and policy servicing processes.
• Good understanding of insurance regulatory, compliance and operational risk requirements.
• Professional insurance qualifications (e.g. FLMI, ACS, ANZIIF, IIHK) desirable.
• Experience in organizational change management or digital transformation is an advantage.

Responsibilities

• Provide strategic leadership to support delivery of high‑quality policy administration services.
• Drive service excellence initiatives to enhance customer experience and efficiency.
• Lead resolution of complex customer requests and operational escalations.
• Provide technical leadership on complex policy servicing transactions and non‑standard requests.
• Establish governance, quality assurance and risk management practices.
• Drive continuous improvement, productivity and service performance.
• Lead transformation, process redesign and digitalization across the department.
• Collaborate with Risk, Compliance, Legal and Technology functions to ensure regulatory practices.

Skills

Policy administration

Operational leadership

Stakeholder management

Strategic thinking

Regulatory compliance

Transformation initiatives

Communication skills

Customer servicing

Education

University degree in Business Administration, Insurance, Finance

General life insurance knowledge

Job description

Sun Life in Hong Kong seeks an experienced Senior Manager to lead Policy Administration Services, driving governance, service quality, and transformation initiatives. The role partners with Risk, Compliance and Technology to ensure compliant operations and exceptional customer outcomes.

The successful candidate will oversee complex servicing matters, build high-performing teams, and lead continuous improvement across policy servicing functions while maintaining strong governance.