Director, Policy Administration

Role Summary

The Director, Policy Administration, is responsible for leading the end-to-end policy servicing function for Manulife Pro advisors, ensuring a seamless and customer-centric servicing experience for both advisors and customers. The incumbent will supervise a dedicated team of two colleagues, serve as a trusted operational partner to Manulife Pro advisors and agency leaders, and act as the subject matter expert in IFP policy administration and servicing.

This role is critical in driving service excellence, strengthening agency engagement, and transforming servicing capabilities through process optimization, digitization, and continuous improvement initiatives aligned with the Company’s strategic direction. The successful candidate will be accountable for enhancing the advisor experience, resolving servicing pain points, and building a focused, high-performing servicing model that supports the continued growth and success of Manulife Pro.

The role requires a strong understanding of individual insurance policy administration (for both traditional and ILAS insurance), customer service excellence, regulatory and compliance requirements, and a growth mindset focused on operational transformation and continuous innovation.

Position Responsibilities:

Service Delivery & Operations Management

Lead and oversee all Manulife Pro policy servicing activities within the Policy Management team, ensuring service standards, turnaround times, and quality targets are consistently met.

Handle day-to-day enquiries from Manulife Pro advisors and agency leaders across the end-to-end policy servicing process, ensuring timely follow-up, clear communication, and effective resolution of servicing matters.

Supervise, coach, and develop two policy servicing colleagues, fostering a high-performance, customer-focused culture.

Handle escalated and complex servicing cases, providing timely resolution and practical guidance to advisors and internal teams.

Exercise sound judgement in resolving escalated servicing issues, balancing advisor expectations, customer outcomes, operational requirements, and risk considerations.

Monitor operational performance, identify service gaps, and drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.

Ensure policy servicing processes comply with company policies, regulatory requirements, and risk management standards.

Agency Relationship Management

Serve as the key point of contact for Manulife Pro agency leaders on policy administration and servicing matters.

Build strong partnerships with agency stakeholders and proactively address servicing issues and pain points.

Collaborate closely with Distribution, Product, BAIT, Compliance, and other key stakeholders to resolve complex servicing matters and enhance the advisor experience.

Gather agency feedback and translate insights into actionable service improvement initiatives.

Partner with Manulife Pro leadership to support business growth objectives and strengthen operational support for advisors.

Represent Policy Management in agency forums, working groups, and strategic initiatives related to policy servicing.

Anticipate evolving advisor and customer needs and develop practical servicing solutions that improve advisor productivity, service consistency, and customer outcomes.

Subject Matter Expertise

Serve as the key subject matter expert for IFP policy administration and servicing matters.

Provide guidance and consultation to internal stakeholders on policy servicing requirements, operational processes, and customer impact assessments.

Support the design and implementation of new products, system enhancements, regulatory requirements, and process changes from an operational perspective.

Continuous Improvement & Transformation

Champion service excellence initiatives and identify opportunities to streamline processes through digitization and automation.

Drive operational improvements that enhance customer satisfaction, advisor experience, productivity, and service consistency.

Participate in strategic projects and transformation initiatives related to policy administration and servicing.

Establish, monitor, and report key service metrics and performance indicators to support effective service governance and continuous improvement.

People Leadership

Lead, coach, and develop the Manulife Pro Policy Servicing team to strengthen technical competencies, service mindset, and ownership.

Foster collaboration, accountability, and continuous learning within the team.

Support succession planning and talent development initiatives.

Required Qualifications:

University degree in Business Administration, Insurance, Finance, or a related discipline.

Minimum 10 years of relevant experience in life insurance policy administration, operations, customer servicing, or agency support, with hands-on people leadership or team supervisory experience.

Strong knowledge of IFP products, policy administration, and policy servicing processes.

Proven experience partnering with agency distribution channels and managing senior stakeholder relationships.

Strong customer-centric mindset with a passion for delivering service excellence and improving advisor experience.

Demonstrated experience in driving operational improvements, service enhancements, and practical business transformation initiatives.

Strong analytical, problem-solving, and decision-making capabilities.

Excellent communication, presentation, and influencing skills in English, Cantonese, and Mandarin.

Preferred Qualifications:

Experience in agency-facing roles within individual insurance operations and policy administration (for both life and ILAS insurance).

Experience leading cross-functional projects, digital transformation, or process re-engineering initiatives within insurance operations or policy servicing.

Professional insurance qualifications such as FLMI, LOMA, or equivalent credentials.

Knowledge of digital servicing solutions and workflow automation to enhance policy servicing and advisor/customer experience.

宏利金融有限公司是全球领先的金融服务提供商，致力于帮助大众轻松作出明智抉择，实现精彩人生。如欲了解更多关于我们的信息，请访问人寿保险-养老保险-健康保险-中宏保险官网 (manulife-sinochem.com).

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 hr@manulife.com。

Working Arrangement

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