Senior Policy Admin & Customer Experience Leader

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

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.