Manager I, HNW Operations (Agency & Broker) at Sun Life… · Hunghom

Manager I, HNW Operations (Agency & Broker)

Location: Hunghom, Kowloon, Hong Kong

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Role Summary

Reporting to the AVP, HNW Operations, this role is responsible for providing specialist operational and underwriting-related support for the High Net Worth (HNW) business across Agency and Local Broker channels. The role supports the assessment, coordination and progression of complex and high-value insurance applications, including large premium, high sum assured, keyman insurance, trust insurance and premium financing cases.

Working closely with distribution partners, Underwriting, Compliance and Operations teams, the role helps strengthen day-to-day HNW case handling through effective pre-underwriting review, risk awareness, channel support and practical capability building. This role contributes to improved service quality, operational efficiency and ease of doing business for HNW clients and distribution partners, while escalating strategic, sensitive or exceptional matters to the AVP, HNW Operations as appropriate.

Job Responsibilities

a) HNW/Complex Case Assessment and Underwriting Support

• Provide specialist pre-underwriting assessment and operational support for complex HNW cases across Agency and Local Broker channels, with timely escalation to the AVP, HNW Operations, Underwriting or Compliance where appropriate.
• Review large premium, high sum assured, keyman insurance, trust insurance and premium financing applications to support sound case preparation and underwriting review, including cases referred from Policy Servicing and Claims where applicable.
• Check the completeness and quality of client information, financial evidence, ownership structures, insurable interest, source of wealth and customer due diligence documentation.
• Coordinate with underwriting and reinsurance teams to facilitate timely review, follow-up and resolution of complex cases.
  

b) Distribution Partner Support and Relationship Management

• Serve as the day-to-day operational contact for Agency and Local Broker partners on HNW/Complex submissions, underwriting requirements and case progression matters.
• Provide practical guidance on case preparation, submission requirements, underwriting considerations and reinsurance-related follow-up to support smoother case progression and reduce avoidable rework.
• Support distribution partners in managing case enquiries, client expectations and operational requirements, escalating sensitive or exceptional matters as needed.
  

c) Training and Capability Development

• Support underwriting-focused training and knowledge-sharing activities for Agency and Local Broker channels.
• Prepare and deliver practical case examples, best practice sharing and briefing materials to improve submission quality and frontline understanding.
• Help promote consistent understanding of HNW underwriting and operational requirements across distribution channels.
  

d) Operational Excellence and Governance

• Support process improvement initiatives to streamline HNW case handling, strengthen operating controls and improve service delivery.
• Identify practical opportunities to improve turnaround time, operational efficiency and client experience while maintaining appropriate risk controls.
• Contribute practical input to the enhancement of HNW operational procedures, service practices and frontline support materials.
  

e) Performance and Risk Management

• Monitor key operational and risk indicators relating to case quality, turnaround time, escalations, rework and service delivery.
• Prepare case observations, issue summaries and improvement recommendations for management review.
• Follow regulatory, compliance and operational risk management requirements in day-to-day case handling and escalation.
  

Job Requirements

• University degree in Business Administration, Finance, Insurance or related disciplines.
• Minimum 5 years of relevant experience in insurance operations, underwriting, case management or High Net Worth business. Solid experience supporting High Net Worth, Jumbo, MCI and MCV business across Agency and Broker channels.
• Good knowledge of life insurance underwriting, financial underwriting, anti-money laundering requirements, customer due diligence, source of wealth assessment and insurance regulations.
• Practical experience handling complex insurance structures, including trust insurance, keyman insurance and premium financing arrangements.
• Ability to guide junior team members or coordinate work across stakeholders where required.
• Strong stakeholder management and relationship-building skills with the ability to work effectively across business functions and distribution channels.
• Strong analytical and problem-solving skills, with sound judgement to identify risks, resolve operational issues and escalate matters appropriately.
• Excellent communication and presentation skills in English and Chinese.
• Proficiency in Mandarin is preferred.
• Experience coordinating with senior stakeholders and cross-functional teams, with the ability to influence through facts, practical recommendations and service-oriented follow-up.
• Professional insurance qualifications such as FLMI or equivalent would be an advantage.
• Mature, detail-oriented and able to manage multiple complex cases with sound judgement and appropriate escalation.

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 resumes will be kept for a period of 24 months after completion of the recruitment process. All information will be held in strict confidence and used solely for recruitment purposes.

Job Category:

Customer Service / Operations

Posting End Date:

30/08/2026