Senior Manager / Manager, HNW Business Operations

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.

Roles & Responsibilities:

• Execute end-to-end policy servicing and case support for High Net Worth (HNW) clients and partners, ensuring high accuracy, service excellence, and efficient turnaround to support sales execution.
• Act as the point of contact for distributors, brokers, and relationship managers, handling day-to-day enquiries and service requests while escalating complex or sensitive cases as required.
• Manage new business submissions and post-sales servicing by coordinating the full lifecycle of HNW life insurance applications, from pre-submission review through policy issuance and in-force servicing.
• Closely monitor case progress to facilitate deal closure, proactively managing bottlenecks, escalations, and exceptions in line with agreed service standards and internal procedures.
• Collaborate with internal stakeholders, including underwriting, policy servicing, and claims team, etc. to drive timely and commercially sound decisions for complex, high-value cases.
• Support and coordinate premium financing arrangements in collaboration with bank partners and internal teams, ensuring smooth execution and adherence to agreed structures.
• Ensure all sales and servicing activities comply with relevant regulatory requirements, internal guidelines, and HNW distribution standards.
• Serve as a key liaison between front-office, brokerage partners, and back-office functions to ensure seamless communication and efficient workflow across the value chain.
• Prepare and deliver operational updates, case tracking, and performance reports to support management oversight and business decision-making.
• Provide administrative, coordination, and project support to enhance team effectiveness and support HNW business initiatives.

Requirements:

• Bachelor’s degree with at least 8 years of experience in life insurance operations, case management, distribution operations, or sales support; prior experience supporting HNW brokerage channels is a strong advantage.
• Candidate with less experience will be considered as HNW Business Operations Manager.
• Solid understanding of life insurance products, policy administration processes, and related documentation requirements.
• Strong attention to detail with well‑developed problem‑solving and analytical skills.
• Client‑focused, proactive, and able to manage multiple priorities in a fast‑paced, deal‑driven environment.
• Strong communication, presentation, and negotiation skills, with the ability to engage effectively with brokers, relationship managers, and internal stakeholders.
• Able to work under pressure and take ownership of complex, time‑sensitive cases.
• Demonstrated initiative, with the ability to provide recommendations and contribute ideas for process and service improvement.
• Proficient in Microsoft PowerPoint, Word, and Excel.
• Good command of written and spoken English and Chinese.

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.