Senior Manager, Agency and Broker Operation Solution

Job Description:

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

The Senior Manager will lead end-to-end case management across Agency and Broker channels, with a focus on complex retail cases, high-value and jumbo cases. This role partners closely with distribution channels, Legal & Compliance, Operations, and external bank partners to deliver efficient onboarding, policy servicing, and claims support, while driving operational excellence, governance, and continuous improvement.

Responsibilities

• Provide case management for new business submissions, policy servicing requests, and claims cases, across retail and jumbo segments, including complex retail cases
• Act as a key point of escalation for sensitive or high-impact cases, ensuring timely resolution and service quality in line with agreed SLAs
• Build trusted partnerships with Agency and Broker leaders, proactively managing application progress, outstanding requirements and key delivery milestones to enhance client experience and business outcomes.
• Foster strong collaborative relationships with internal functions, including Underwriting, Operations, Legal, Compliance, and Claims, as well as external bank partners, ensuring seamless case handling and effective issue resolution
• Provide operational guidance and training to Agency, Broker, and key business partners on case management processes, premium financing arrangements, and new business initiatives
• Act as a strategic advisor to Agency, Broker, and key business partners by providing operational guidance, case consultation, and training on case management processes, premium financing arrangements, and new business initiatives
• Build and maintain strong relationships with key internal and external stakeholders to drive service excellence, strengthen client experience, and support business growth
• Produce regular monitoring and management reports for insights and recommendations to management
• Identify process gaps and optimization opportunities through stakeholder feedback and operational analysis, proposing and implementing practical solutions to improve efficiency, service quality, and controls
• Support governance initiatives, audits, and ad hoc projects as assigned

Requirements

• Bachelor’s degree or equivalent professional qualification
• Professional insurance qualification (e.g. FLMI, HKFI) is a strong advantage
• 10 years of relevant experience in insurance operations or case management with exposure to agency, broker and jumbo cases
• Solid understanding of trust and corporate ownership structures, premium financing arrangements, and AML / regulatory frameworks
• Proven ability to manage multiple stakeholders and resolve complex operational issues in a fast-paced environment
• Strong analytical and reporting capabilities, with experience producing management and performance dashboards
• Excellent communication, presentation, and problem-solving skills. Strong written and spoken English and Mandarin

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 resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

Job Category:

Customer Service / Operations

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers