We are seeking an experienced insurance operations leader to join our Policy Administration Services team. The Senior Manager, Policy Administration Services will provide strategic leadership across policy servicing operations, drive service excellence initiatives, and support the delivery of exceptional customer experiences while maintaining strong governance and operational standards.
 

The successful candidate will work closely with business partners and control functions to enhance service quality, support business growth, and lead continuous improvement and transformation initiatives across the Policy Administration Services function.

Responsibilities

• Provide strategic leadership and direction to support the delivery of high-quality policy administration services and customer outcomes.
• Drive service excellence initiatives and identify opportunities to enhance customer experience, service quality and operational effectiveness.
• Lead the resolution of complex customer requests, operational escalations and sensitive servicing matters.
• Provide technical leadership and guidance on complex policy servicing transactions and non-standard customer requests.
• Establish and maintain effective operational governance, quality assurance and risk management practices.
• Drive continuous improvement initiatives to enhance productivity, service performance and operational efficiency.
• Lead and support transformation initiatives, process redesign and digitalization efforts across the department.
• Monitor business performance and service metrics, and develop action plans to address service gaps and emerging risks.
• Collaborate with Risk, Compliance, Legal, Technology and other business functions to ensure sound operational and regulatory practices.
• Develop, coach and inspire high-performing teams while strengthening technical capability and succession readiness.
• Support workforce planning, organizational development and future operating model initiatives.
• Foster a culture of accountability, collaboration, innovation and continuous learning.
• Act as a senior subject matter expert on policy servicing operations, customer servicing practices and emerging industry trends.

Qualifications

• University degree in Business Administration, Insurance, Finance or a related discipline.
• Minimum 10 years of experience in life insurance operations, policy administration, customer servicing or related areas.
• Minimum 5 years of people leadership experience in a management capacity.
• Demonstrated experience leading operational, service quality or transformation initiatives.
• Strong understanding of life insurance products, policy servicing processes and industry practices.
• Experience managing complex operational or customer servicing matters.
• Good understanding of insurance regulatory, compliance and operational risk requirements.
• Professional insurance qualifications (e.g. FLMI, ACS, ANZIIF, IIHK or equivalent) are desirable.
• Experience in organizational change management, digital transformation or operating model design would be an advantage.

Preferred Skills

• Strong knowledge of life insurance policy administration, customer servicing and operational management.
• Proven ability to lead cross-functional teams and drive operational excellence initiatives.
• Strong strategic thinking, problem-solving and decision-making capabilities.
• Excellent stakeholder management and relationship-building skills.
• Strong influencing and communication skills across all organizational levels.
• Demonstrated ability to assess and manage complex policy servicing cases involving trusts, trustee arrangements, affluent and high net worth customers, corporate ownership structures, policy assignments and other bespoke customer requirements.
• Strong understanding of operational governance, risk management and regulatory requirements.
• Experience driving business transformation, process improvement and automation initiatives.
• Customer-centric mindset with a strong focus on service excellence.
• Ability to balance customer experience, operational efficiency and risk management considerations.

At Sun Life, 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).