Senior Manager, Agency and Broker Operation Solution

Sun Life • Hong Kong, Kowloon • Posted July 12, 2026

Position Overview

Job Description

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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 busine...