Job Description:

Service Manager, Bancassurance

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you'll help us make health happen

• Established and led a high-performing service team, fostering a customer-focused and collaborative culture aligned with Bupa's values.
• Coached and mentored team members, serving as a role model and ambassador for professional excellence.
• Managed service delivery and performance, overseeing general queries, pre-authorisation, concierge, and private client services.
• Monitored key service metrics including First Call Resolution, email responsiveness, and overall service quality.
• Handled complex customer escalations and ensured timely, effective resolutions while enhancing the overall customer experience.
• Built strong stakeholder relationships, especially within bancassurance partnerships, ensuring compliance with regulatory standards.

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent preferred.
• Pass in IIQE Paper I and II needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.
• Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.
• Proven leadership and coaching ability, with a track record of building high-performing teams and fostering accountability.
• Strong decision-making and problem-solving skills, with a hands-on approach and commitment to leading by example.
• Excellent communication and interpersonal skills, experienced in driving process improvements and achieving business KPIs.
• Fluency in English and Cantonese, with excellent written English. Great Mandarin is a plus.
• Proven experience in IPMI or transferable expertise is an advantage.
• Sound knowledge of Bupa Global processes is a strong advantage.

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

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