Head of HNW Case Management

Prudential; Singapore; On-site; SGD 180,000 - 210,000; Full time

Job summary

Prudential is seeking an experienced professional to orchestrate high-value insurance cases from submission to policy issuance, acting as the single point of accountability across distribution, underwriting, medical providers, reinsurers and internal stakeholders for HNW/UHNW cases.

The role emphasizes governance, risk & compliance, strong client service, and collaboration with global teams to maintain high standards of underwriting quality and regulatory adherence.

Qualifications

• Degree in related discipline.
• 10+ years in underwriting operations, case management and new business operations with HNW/complex experience preferred.
• Insurance qualifications (e.g. LOMA, ANZIIF) advantageous.

Responsibilities

• End-to-End Case Ownership: Manage complex HNW/UHNW cases from submission through policy issuance.
• Underwriting & Risk Coordination: Collaborate with underwriting, reinsurers and medical providers to ensure high-quality documentation.
• Stakeholder & Distributor Management: Provide white-glove service to top-tier agents and relationship managers.
• Advanced Case Management: Handle jumbo sums, multi-life structures, cross-border/residency-complex cases.
• Governance & Compliance: Ensure adherence to regulatory standards and maintain audit trails.

Skills

Stakeholder management

Communication skills

Attention to detail

Pressure handling

Judgement & escalation

Education

Degree in related discipline

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. This role is responsible for end-to-end orchestration of high value, complex, and priority insurance cases, ensuring superior client experience while maintaining strong underwriting, medical, financial, and regulatory controls. This role acts as the single point of accountability across distribution, underwriting, medical providers, reinsurers, and internal stakeholders for HNW and UHNW cases.

Responsibilities

• End‑to‑End Case Ownership
  Manage complex HNW / UHNW cases from submission through policy issuance.
  Act as the single point of contact for priority agents, relationship managers, and internal stakeholders.
  Proactively track milestones, dependencies, and turnaround times.
• Underwriting & Risk Coordination
  Collaborate with internal and external stakeholders in underwriting, reinsurances and medical providers.
  Ensure complete, high‑quality case documentation before underwriting decisioning.
  Anticipate underwriting concerns and front‑load information to reduce rework.
• Stakeholder & Distributor Management
  Provide white‑glove service to top‑tier agents, private bankers, and relationship managers.
  Translate underwriting requirements into clear, practical guidance for distributors.
  Manage expectations on timelines, requirements, and outcomes.
• Complex Case Management
  Manage complex cases such as Jumbo sums assured, Multi‑life structures, Business succession / key person case, Cross‑border / residency‑complex cases
  Escalate appropriately to senior underwriting, medical directors, or governance forums.
• Governance, Risk & Compliance
  Ensure adherence to underwriting authority limit, AML / KYC / financial justification requirement and local regulatory and conduct standards
  Maintain strong audit trails and documentation integrity.
  Ensure strict compliance with Bermuda Monetary Authority (BMA), Hong Kong Insurance Authority (IA), Monetary Authority of Singapore (MAS), AML/CFT, FATCA/CRS, and internal/group policies across jurisdictions wherever applied
• Service Excellence & Continuous Improvement
  Monitor service KPIs for HNW cases (TAT, rework, drop‑offs).
  Identify recurring friction points in the HNW journey.
  Contribute to process improvements, automation opportunities, and TOM evolution.

Requirements & Qualifications

Degree in related discipline and 10 years' experience in underwriting operations, case management and new business operations with 4-5 years' experience gained from HNW/complex segment. Prior exposure to HNW, VIP, jumbo, or complex cases strongly preferred. Insurance‑related qualifications (e.g. LOMA, ANZIIF, equivalent) advantageous Prior experience in Bermuda-regulated (offshore) product and knowledge of Hong Kong-regulated, and Singapore-regulated life products, Strong understanding of life insurance underwriting principle, medical & financial risk assessment and reinsurance workflows Experience managing large, complex, or non‑standard cases. Familiarity with underwriting systems, case management tools, and workflow platforms. Exceptional stakeholder management and communication skills. High attention to detail with strong follow‑through. Ability to operate under pressure with senior, high‑expectation clients. Sound judgement and escalation discipline.

Prudential is an equal opportunity employer.

We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law.

We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location.

We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

We are Prudential. For every life, we are partners. For every future, we are protectors. Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn