Lead / Director - Policy Servicing I Policy Administration

Lead / Director, Policy Servicing - Life Insurance

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.

• 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.

• 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.