Assistant Manager, Policy Services

Prudential’s 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 people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Responsibilities:

• Lead the daily operations of Financial Team, including financial and billing-related policy servicing transactions, while fostering a strong customer-centric and service-oriented culture.
• Ensure accurate and timely processing of policy servicing requests in compliance with company policies, operational procedures, regulatory requirements, and established service level agreements (SLAs).
• Handle and resolve complex policy servicing cases and special requests from distribution channels, providing professional guidance and solutions to stakeholders.
• Collaborate closely with cross-functional teams and departments to streamline processes, resolve operational issues, and drive continuous improvement initiatives.
• Lead, coach, and develop team members through regular training, guidance, and performance management to ensure high-quality service delivery and operational excellence.
• Monitor operational performance, identify process gaps and inefficiencies, and recommend practical solutions to enhance productivity, customer experience, and risk control.
• Prepare and analyze management information, operational reports, and performance metrics to identify trends, support decision-making, and drive continuous improvement.
• Review and update Standard Operating Procedures (SOPs), operational guidelines, and workflow documentation to ensure compliance, consistency, and operational effectiveness.

Job Requirements:

• Bachelor’s degree in any discipline.
• Minimum 6-8 years proven working experience in policy service, customer service, channel management, or business development in insurance or banking industry.
• Good operational knowledge and experience in life insurance.
• Good knowledge and experience in best practices for building and maintaining customer service experience
• Good understanding of the behavior and practices of salespeople from different distribution channels
• Passed IIQE Paper 1, 3 and 5 will be an advantage.
• Fluent in both spoken and written English and Chinese. Good command of Mandarin.
• Good presentation and communication skills
• Strong analytical, problem-solving, and multitasking abilities
• Optimistic and positive attitude
• Able to work in growing agile and ambitious environment
• Flexible and adaptable to change

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.