Overview

Reporting to COO, Hong Kong & Macau, the Head of Policy Management is responsible for servicing the growing in force block for Individual Financial Products (IFP) and Group Life & Health (GLH). This includes overseeing policy management for IFP and ILAS, new business enrolment and servicing for GLH, renewal and administration for GLH, rider additions for IFP and customer due diligence (CDD).

In addition to servicing the in force block, he/she will is also responsible to run the following functions including Billing, Collection & Disbursement, Corporate Correspondence and Statements, Suspense Account Management, Policy Changes, Line 1A controls on AML/FATCA/CRS and suspicious transaction review as well as centralized operational services including Enterprise Solutions & Services, Payment operations, Contracts, Printing, scanning & indexing.

This position will also be the Subject Matter Expert to provide input on all payment related projects, and pursue optimization activities to ensure we automate and digitize our policy management process and reduce overall unit cost on an on-going basis.  The teams reside in HK, Chengdu and Manila.

Responsibilities:

• Lead the Manage & Review team, including IFP and GLH sub-teams, to drive digitalization, location strategy and Straight Through Process (STP).
• Responsible for leading the Central Intelligent Administration team (CIA) to centralize scanning, payment and document preparation and drive effieciencies
• Responsible for suspense account management for Operations in MIL. This includes suspense accounts reconciliation and clearing through automation, achieve compliance to internal policies and external regulatory requirements for managing outstanding suspense balances, and roll out process that drives transparency and accountability in reporting suspense account status to regional and global Operations stakeholders.
• Partner with departments/functions regionally and locally to drive cost containment related to in force policy services and processes eg. work with procurement, regional and local IT, regional and local Finance to drive cost savings in areas of printing, contracting and bank fees; look for opportunities to enhance/optimize current processes, particularly through adoption of Low code/no code to expedite delivery of services to customers and to our agents, etc.
• Liaise and service all distribution channels, providing regular updates to agency, banca, and broker forums on new initiatives

                                                                                                                                             

Accountabilities (Individual / Shared):

Individual Accountabilities:

• Adhere to SLA (TAT, end to end cycle time, unit costs) and SOPs; adhere to our risk and reporting framework
• Drive e-submission efforts and service requests utilizing the digital collateral
• Maximise end to end STP including driving up STP enabled features adoption
• Ensure customer communication services (SMS, emails, statements) are prompt and appropriate to support customer communication delivery
• Be the point of contact and face of Hong Kong & Macau policy management, such as representation at regional monthly operational review, agency monthly meeting, MCV task force and others

Key Shared Accountabilities:

• Work with Marketing and Agency to drive.                                                                                                                                                     

Knowledge/Skills/Competencies/Education:

The following knowledge / skills / competencies / education are needed:-

• Degree holder preferably in Computer Science &/or MBA
• Own strong Growth mindset and Customer First mindset
• Results driven leader, with the ability to challenge status quo
• Demonstrated ability to communicate effectively, both written and verbal, with good stakeholders management
• Technology savvy
• Good and creative problem solving and analytical skills
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in an ambiguous environment
• Resilient and tenacious with a propensity to persevere
• Forward thinking with a holistic approach
• Anticipate risk / issue and resolve it proactively

Problems/Challenges:

• The role will require to work across the organization in different functional areas, e.g. Regional Procurement, Regional Technology, Business Units, Legal & Compliance, IT, BA, Operational teams and actively interactive with senior management team (SMT)
• Strong project management skills to implement the strategic initiatives
• Keep abreast of the latest regulatory requirements / trends i.e. payment channels promoting by the HKMA, Cross Boarder Insurance cooperation in the Greater Bay Area
• Strong leadership skills to orchestrate the solutions that need close cooperation among different units
• Well articulate complex problems and present to executive team
• Understand the leading practice applying digital solutions and the technology trend i.e. mobile application, web technology, printing & workflow technology
• Challenge the status quo and business operations to make changes with support of fact and data.
• Be flexible to wear different hats in the dynamic environment to understand the business needs.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務集團，致力於幫助人們實現「輕鬆智選，精彩人生」。我們的全球總部位於加拿大多倫多；在亞洲、加拿大和歐洲以「宏利」之名營運，在美國主要以「恒康」之名營運。我們為個人、團體和機構提供財務諮詢、保險以及財富和資產管理解決方案。截至 2022 年底，我們擁有超過 40,000 名員工、超過 11.6 萬名代理人，及數以千計的經銷夥伴，為超過 3400 多萬名客戶提供服務。截至 2022 年底，我們管理的資產規模達 1.3 兆加元（1.0 兆美元），其中投資資產總額為 0.4 兆加元（0.3 兆美元），獨立基金淨資產為 0.3 兆加元（0.3 兆美元）。我們在多倫多、紐約和菲律賓的證券交易所以「MFC」名稱進行交易，在香港證券代碼為「945」。

宏利為重視就業機會平等之雇主
在宏利／恒康，我們擁抱多元。我們致力吸引、發展並留住多元化的員工隊伍，正如我們所服務的客戶一樣多元化，並打造包容的工作環境，在充分發揮文化優勢的同時尊重個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、国籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。  申請人要求提供協助所分享的信息將會按照適用法律及宏利政策儲存及使用。  應徵過程中如需協助，請聯絡[via CTgoodjobs Apply Now]