Director, Policy Administration

About the role

The Director, Policy Administration leads the end-to-end policy servicing function for Manulife Pro advisors, supervising a team of two colleagues and acting as a trusted operational partner to advisors and agency leaders. The role is also the subject matter expert in IFP policy administration and servicing, and focuses on service excellence, agency engagement and continuous improvement through process optimization and digitization. It is a hybrid arrangement.

Key responsibilities

• Lead and oversee all Manulife Pro policy servicing activities, meeting service standards, turnaround times and quality targets
• Handle day-to-day enquiries from advisors and agency leaders and resolve escalated and complex cases
• Supervise, coach and develop two policy servicing colleagues
• Monitor performance, identify service gaps and drive continuous improvement while ensuring compliance with policies, regulations and risk standards
• Serve as the main contact for agency leaders, build partnerships with agency stakeholders and gather feedback to improve service
• Collaborate with Distribution, Product, BAIT, Compliance and other stakeholders, and represent Policy Management in agency forums
• Act as subject matter expert, supporting new products, system enhancements and regulatory changes from an operational view
• Champion digitization and automation, establish service metrics and participate in transformation projects
• Lead, coach and develop the team, including succession planning and talent development

Required profile

• University degree in Business Administration, Insurance, Finance or a related discipline
• Minimum 10 years of experience in life insurance policy administration, operations, customer servicing or agency support, with hands-on people leadership
• Strong knowledge of IFP products, policy administration and servicing processes
• Proven experience partnering with agency distribution channels and managing senior stakeholder relationships
• Excellent communication, presentation and influencing skills in English, Cantonese and Mandarin

Preferred qualifications

• Agency-facing experience in individual insurance operations and policy administration (life and ILAS)
• Experience leading cross-functional projects, digital transformation or process re-engineering
• Professional insurance qualifications such as FLMI, LOMA or equivalent
• Knowledge of digital servicing solutions and workflow automation