Senior Manager, HNW Policy Servicing

Hong Kong - Hong Kong

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Prudentials 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 peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

We are seeking a strategic and experienced leader as Head of High Net Worth Policy Servicing to manage the post-issuance administration and ongoing servicing of complex high-value life insurance policies for ultra-high-net-worth (UHNW) clients family offices and business owners across Asia and globally.
This role will be handling Bermuda-regulated (offshore/flexible structures) Hong Kong-regulated (onshore/protection/savings) and Singapore-regulated products. You will ensure seamless policy maintenance accurate execution of changes high persistency regulatory compliance and premium client service while collaborating with relationship managers brokers private bankers trustees and carriers. The position drives operational efficiency minimizes lapses enhances client retention and supports long-term wealth protection strategies in a multi-jurisdictional HNW environment.

Key Responsibilities

Set performance goals workload distribution training programs and quality standards for handling in-force HNW cases.

Oversee end-to-end policy servicing operations for in-force portfolios including policy changes (e.g. beneficiary/ownership updates trust restructurings sum assured adjustments) premium payments/reinstatements policy loans/surrenders partial withdrawals maturity/claims processing and annual policy reviews/illustrations.

Manage jurisdictional nuances: Bermuda for offshore flexibility and policy administration liaising with Hong Kong and Singapore for wealth hub compliance; ensure optimal handling based on client residency tax and regulatory requirements.

Serve as the escalation point for complex/high-profile servicing issues such as cross-border changes premium financing adjustments trust-owned policy updates AML/KYC refreshes or disputed transactions.

Drive operational excellence: Optimize workflows SLAs digital tools/systems (e.g. policy admin platforms) and automation to improve turnaround times accuracy and client/broker satisfaction while reducing errors and lapses.

Ensure full compliance with Bermuda Monetary Authority (BMA) Hong Kong Insurance Authority (IA) Monetary Authority of Singapore (MAS) AML/CFT FATCA/CRS tax reporting and carrier-specific guidelines across jurisdictions.

Foster strong relationships with key stakeholders: HNW brokers private bankers relationship managers external advisors (trust/estate lawyers accountants) and carrier policy teams to facilitate smooth servicing and support retention/referrals.

Monitor key metrics (e.g. persistency rates lapse ratios servicing turnaround client satisfaction scores error rates) and produce regular reporting/insights for senior management on trends risks and improvement areas.

Stay abreast of product/regulatory updates (e.g. product servicing rules cross-border tax changes HK/Singapore professional investor requirements) and implement best practices for HNW in-force management.

Contribute to strategic projects: Digitization of servicing processes capacity planning carrier/vendor management and enhancements to support HNW business growth and client experience.

Support annual policy reviews cash value projections legacy/estate updates and coordination with claims teams for death/maturity benefits in sensitive HNW cases.

Requirements & Qualifications

8 years of progressive experience in life insurance policy administration/servicing with at least 45 years focused on high-net-worth/ultra-high-net-worth in-force policies (complex changes flexible structure premium financing preferred).

Proven leadership experience in policy servicing administration or client operations within insurance (carrier brokerage or bancassurance environments).

In-depth knowledge of Bermuda-regulated (offshore) Hong Kong-regulated and Singapore-regulated life products including IUL whole-of-life and savings/legacy plans.

Active/relevant licensing: Hong Kong IA (IIQE Papers or equivalent); strong familiarity with Singapore MAS and Bermuda BMA frameworks (or ability to comply/qualify promptly).

Professional qualifications preferred (e.g. FLMI CLU LOMA certifications or advanced insurance/operations qualifications).

Strong track record in maintaining high persistency resolving complex servicing issues and delivering exceptional client/broker service.

Outstanding leadership communication and stakeholder management skills; ability to interact at senior levels with private bankers family offices and carriers.

High degree of discretion integrity and confidentiality when handling sensitive client/policy data.

Analytical and process-oriented mindset for driving efficiency risk management and data-driven improvements.

Proficiency in policy administration systems CRM tools illustration software Microsoft Office and compliance tracking platforms.

Willingness to travel regionally for stakeholder engagements audits or industry events.

Preferred Attributes

Established network in Hong Kong/Singapore HNW ecosystem (private banking family offices Mainland China/Asia wealth channels).

Multilingual fluency (English Cantonese Mandarin essential; additional languages advantageous).

Experience managing multi-jurisdictional in-force portfolios or leading servicing enhancements in offshore/onshore life insurance.

Familiarity with related areas: Estate/succession planning integration trust administration premium financing servicing or philanthropy-linked policies.

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.

Required Experience:

Senior Manager