Senior Case Manager

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.

Key Responsibilities:

End-to-end Case Ownership

• Manage complex HNW/UHNW cases from onboarding through policy issuance and servicing including application submission underwriting requirements gathering (medical financial KYC/AML trusts tax opinions) illustration reviews negotiations with carriers/underwriters and policy issuance.

• For case management-related matters act as the primary point of contact for brokers relationship managers and internal stakeholders

• Proactively track case progress dependencies and turnaround timelines

• Comply with Bermuda Monetary Authority (BMA) Hong Kong Insurance Authority (IA) Monetary Authority of Singapore (MAS) AML/CFT FATCA/CRS and internal/group policies across jurisdictions wherever applied.

Cross-functional & Cross-border Coordination

• Coordinate across relevant functions e.g. Operations Distribution Reinsurance and external providers (e.g. medical trustees)

• Ensure completeness and quality of case documentation prior to underwriting decisioning

• Maintain alignment across LBUs for cross-market cases

Complex Case Management & Escalation

• Handle complex scenarios including jumbo cases multi-life structures and cross-border placements

• Identify and escalate cases requiring senior underwriting or governance input

• Support resolution of case issues and dependencies

Service Quality & Performance

• Ensure adherence to turnaround time (TAT) and service standards

• Manage understand and resolve complex complaints that come in through various touchpoints and sources within the required turn-around-time

• Monitor case progress and minimise delays or rework

• Analyze investigation reports / information received / recurring issues and make independent recommendations to the management for service resolutions and improvements

• Prepare statistics monthly/quarterly complaints management reports trend analysis and ad-hoc reports for circulation to Senior Management Team

Stakeholder & Broker Engagement

• Provide high-quality service to brokers private bankers and internal stakeholders

• Translate underwriting requirements into clear actionable guidance

• Manage expectations on timelines and case requirements

Team Management & Capability Building

• Provide guidance to Case Managers on complex case handling

• Prioritize cases based on importance and internal guidelines

• Support consistent execution standards across the team

Requirements & Qualifications:

• 5 8 years of experience in case management underwriting operations or new business operations with at least 2-3 years of experience in handling high-net-worth/ultra-high-net-worth life insurance (jumbo cases PPLI premium financing preferred)

• Familiarity with underwriting processes financial/medical requirements and reinsurance workflows

• Experience in Bermuda-regulated (offshore) Hong Kong-regulated and Singapore-regulated life products including IUL VUL universal life Par whole-of-life and savings/legacy plans

• Professional qualifications preferred (e.g. FLMI CLU CFP or advanced insurance/wealth management certifications)

• Proficiency in insurance systems (e.g. policy admin illustration tools) CRM Microsoft Office and compliance tracking software

• Degree in business operations finance or related discipline preferred

• Relevant insurance qualifications preferred

Preferred Attributes:

• Multilingual fluency (English Cantonese essential; Mandarin others advantageous)

• Strong coordination and stakeholder management skills

• Ability to manage complex cases under time pressure

• High attention to detail and strong follow-through

• Sound judgement and escalation discipline

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.