Senior Officer, Client Service Delivery

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

This role is responsible for supporting daily cashiering and premium collection operations, ensuring accurate and timely processing of premium payments while delivering a high standard of service to clients, advisors, and brokers. The role ensures adherence to regulatory requirements, internal controls, and operational procedures, while effectively handling and resolving payment-related enquiries.

The role also contributes to digital transformation and process improvement initiatives, including promoting e-payment solutions and leveraging Microsoft Copilot and other digital tools to streamline operations, improve efficiency, and enhance the overall customer experience.

Responsibilities

1. Cashiering Operations & Payment Management

• Handle premium collection through various payment channels, including cheque, cashier order, bank draft, FPS, TT, credit card, cash, and digital payments.
• Verify payment transactions and supporting documents to ensure accuracy, completeness, and compliance with company requirements.
• Perform payment processing, allocation, reconciliation, refund handling, and transaction balancing within established service standards.
• Follow up on outstanding payments, unmatched transactions, payment discrepancies, and exceptional cases.
  

2. Client Service & Stakeholder Coordination

• Provide professional support to clients, advisors, brokers, and internal stakeholders on payment-related enquiries and premium collection requirements.
• Liaise and collaborate with Policy Administration, Finance, Compliance, Distribution, Customer Service, and other departments to resolve payment-related issues and ensure timely case resolution.
• Support service delivery across different Client Service Centres and Cashiering Offices as business needs require.
  

3. Reporting, Compliance & Risk Control

• Prepare and maintain operational reports, management dashboards, transaction statistics, and productivity metrics.
• Perform data analysis and reconciliation to support management reporting and decision-making.
• Ensure compliance with AML, regulatory, and internal control requirements, including review of third-party payment documentation and escalation of suspicious or high-risk transactions.
• Support audit reviews, regulatory reporting, and risk management activities.
  

4. Operational Excellence & Digital Transformation

• Identify opportunities to streamline processes and enhance operational efficiency.
• Support implementation of new payment solutions, process enhancements, and customer experience initiatives.
• Leverage Microsoft Copilot and other approved digital tools to improve productivity, reporting efficiency, knowledge management, and operational effectiveness.
• Participate in projects, system enhancements, and ad hoc assignments to support business growth and transformation.

Requirements

Education

• Diploma or University Degree in Business Administration, Finance, Banking, Insurance, or related disciplines.
  

Experience

• Minimum 3-5 years of experience in premium collection functions, banking operations, insurance operations, client servicing or cashiering.
• Experience in insurance, financial services or banking industry preferred.
• Familiarity with premium collection and payment processing workflows is an advantage.
  

Knowledge & Skills

• Strong attention to detail, accuracy, problem-solving, and risk awareness, with the ability to manage multiple priorities effectively.
• Strong customer service and communication skills, with a customer-focused and service-oriented mindset.
• High level of ownership, accountability, and integrity, with the ability to work independently and collaboratively under pressure.
• Proactive and adaptable, with a continuous improvement mindset and willingness to embrace new technologies and ways of working.
• Proficient in Microsoft Office; experience with Microsoft Copilot, AI tools, e-payment solutions, or other digital technologies is an advantage. Good command of English, Cantonese, and Mandarin.

At Sun Life, we’re driven by our Purpose: to help Clients build lifetime financial security and lead healthier lives. Across Asia, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose). 

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