HNW Underwriting Case Management, Senior Principal
AIA Group · Hong Kong, Macau
FIND YOUR 'BETTER' AT AIA
We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.
We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we’d love to hear from you.
About the Role
• Lead and shape end-to-end case management operations supporting HNW/ UHNW life insurance business.• Drive operational excellence, strategic process improvements, and cross functional collaboration to ensure all cases are submitted complete, processed efficiently and serviced to a high standard, enabling profitable growth, strong partner experience, and full compliance with regulatory and group policies.
Roles and Responsibilities:
Strategic leadership and governance
- Own the strategic design and continual enhancement of the case management operating model for HNW/ UHNW business, driving alignment across multiple channels and geographies, including intake, completeness checks, follow-ups, and issuance.
- Develop and enforce high standards for operational controls, documentation, compliance, and risk management, ensuring full adherence to regulatory and group policies.
- Define and monitor service standards (turnaround times, error thresholds, communication protocols) for each stage of the case lifecycle.
- Lead governance forums related to case handling, service quality and process risk, presenting key metrics and improvement plans to executive stakeholders.
- Proactively identify market, regulatory and technological trends impacting case management and initiate forward-looking solutions and innovations.
Operational excellence and end-to-end case workflow leadership
- Handle HNW/ UHNW new business and in force case. Ensure all required documentation (KYC/AML, financial, medical, legal/trust papers, tax forms) is captured, validated and stored accordingly to guidelines before onward referral to HNW/ UHNW underwriting. Proactively identify and resolve bottlenecks to keep cases moving within SLA.
- Implement and monitor KPIs for end-to-end case workflow, ensuring aggressive targets for turnaround times, accuracy, partner satisfaction and compliance.
- Analyse process performance and pain points using metrics (e.g. incomplete submission, rework rates) and implement improvements. Resolve escalated operational and service issues with agility, collaborating closely with underwriting, operations, IT, distribution and compliance to maintain momentum.
- Champion implementation of automation, digital tools, and straight‑through processing strategies to reduce manual touches and enhance client experience.
Collaboration and stakeholder management
- Collaborate with key parties (Operations, Risk & Compliance, and Technology) to ensure processes align with risk appetite, product rules, and regulatory requirements.
- Serve as a senior liaison for interactions between Case Management, HNW/UHNW underwriting, technology partners, distribution, brokers, private banks and external vendors.
- Effectively communicate operational priorities and developments to internal leadership and key external partners, ensuring transparency and proactive issue management.
- Participate in regional/global initiatives & governance committees focused on operational risk, customer experience, product enhancement and compliance.
Job Requirements:
- University degree in business, finance, operations management or related discipline.
- Professional insurance/ operations qualifications (e.g. LOMA, PMP, Lean Six Sigma) preferred.
- 10+ years of experience in life insurance operations and private bank, new business or case management roles, with 3+ years at a senior or associate director level preferably supporting HNW business lines.
- Possess solid HNW product knowledge and underwriting, AML, KYC, Sanctions and all risk activities.
- Deep knowledge of life insurance new business processes, underwriting intake, documentation standards and relevant regulatory frameworks.
- Agile mindset and strong strategic thinking with a proven ability to lead change, implement technology solutions and foster operational excellence.
- Excellent stakeholder management, negotiation and communication skills at senior management / executive level.
- High integrity and ethical standards with a focus on compliance and risk awareness.
- Good command of written and spoken English and Chinese, proficiency in Mandarin will be an advantage.
- Detail-minded, well-organized and possess good interpersonal skills and high level of accuracy.
Others:
- You are required to obtain the relevant license(s) if your job involves regulated activities
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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