Job Description:

Service Account Manager

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
 
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you’ll help us make health happen

• Manage enquiries from Group Secretaries and Intermediaries via phone and email, delivering responsive and professional service.
• Support Sales and Client Management teams in onboarding process.
• Coordinate renewal activities, ensuring accurate and timely implementation of agreed changes.
• Review and proof-read membership guides to ensure accuracy.
• Administer member movements and policy changes efficiently, particularly during renewal periods.
• Resolve complex service, billing, and commission enquiries, partnering with internal stakeholders to drive timely solutions.
• Collaborate with Sales, Claims, Finance, and Operations teams to deliver excellent customer outcomes.
• Identify and implement process improvements to enhance service quality and operational efficiency.
• Participate in client and broker meetings, providing service expertise and ensuring follow-through on commitments.
• Manage enquiries relating to non-corporate groups include policy benefits, claims, premiums, billing, policy administration

Key Skills/Qualifications needed for this role:

• Hold, or be eligible to obtain, an Insurance Agent License from the Hong Kong Insurance Authority (HKIA).
• Meet the applicable academic and regulatory requirements, including passes in IIQE Papers I and II. Candidates who do not currently hold the licence but are able to obtain it within 3 months of employment are also welcome to apply.
• Demonstrate fluency in both English and Cantonese and proficiency in written skills
• Strong listening skills with the ability to understand customer needs and deliver tailored solutions for both group and individual cases.
• Strong numerical and analytical skills to manage complex premium, billing, discount, claims, deductible, and co-insurance enquiries.
• Excellent customer service skills with a commitment to delivering positive client outcomes.
• Ability to manage multiple priorities and high volumes of administrative work with accuracy and attention to detail.
• Meticulous in reviewing and proof-reading customer-facing materials, predominately membership guides with bespoke coverage and exclusions.
• Strong problem-solving and investigative skills, with the ability to communicate solutions clearly and confidently.
• Strong stakeholder management and collaboration skills, with the ability to work effectively across internal and external teams.
• Proven ability to coordinate onboarding, renewals, and policy administration activities.
• Proactive mindset with a focus on continuous improvement and operational excellence.
• Experience in corporate insurance policy servicing or broker relationship management is preferred but not essential.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process. 

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