Exciting Leadership Opportunity: Case Management Director- High Net Worth Life Insurance
Oliver James Executive are supporting prestigious international life insurer, renowned for delivering sophisticated wealth protection and legacy planning solutions to High Net Worth (HNW) and Ultra High Net Worth (UHNW) clients across Asia, is seeking an exceptional leader to drive operational excellence in its elite case management function.
This is a rare chance to shape the end-to-end operations for a premium business line, ensuring seamless, compliant, and high-touch service that supports profitable growth and unparalleled partner experiences.
Key Responsibilities
Strategic Leadership & Governance
- Design and continuously evolve a best-in-class case management operating model tailored to HNW/UHNW clients across multiple channels and geographies.
- Establish robust standards for controls, compliance, documentation, and risk management in line with regulatory and group requirements.
- Define and track stringent service KPIs, including turnaround times, accuracy thresholds, and communication protocols.
- Chair governance forums, delivering insightful metrics and transformation plans to executive stakeholders.
- Anticipate regulatory, market, and technological shifts to pioneer innovative solutions.
Operational Excellence & Workflow Mastery
- Oversee comprehensive case handling for new business and in-force policies, ensuring complete documentation (KYC/AML, medical, financial, trusts, tax) is validated and progressed efficiently to underwriting.
- Drive ambitious KPIs for speed, accuracy, partner satisfaction, and compliance while resolving bottlenecks and escalations.
- Lead data-driven process improvements, leveraging automation, digital tools, and straight-through processing to elevate client experiences and reduce manual effort.
- Collaborate cross-functionally with underwriting, IT, distribution, and compliance to maintain momentum and seamless journeys.
Stakeholder Management & Collaboration
- Act as the senior bridge between case management, underwriting, distribution partners, private banks, brokers, and external vendors.
- Foster strong relationships with reinsurers, regulators, and auditors on operational matters.
- Champion regional and global initiatives in risk management, customer experience, and product enhancement.
Success Measures
- Balanced cost efficiency with superior service quality and risk controls.
- Direct contribution to business profitability through high conversion rates and timely processing.
- Achievement of aggressive SLAs, low error rates, and outstanding partner feedback.
- Quantifiable gains in productivity, digital adoption, and compliance excellence.
Ideal Candidate
- University degree in Business, Finance, Operations, or a related field; professional qualifications (e.g., LOMA, PMP, Lean Six Sigma) highly desirable.
- 10+ years in life insurance operations, with significant exposure to HNW/UHNW new business or case management; at least 3 years in a senior leadership role.
- Deep expertise in HNW products, underwriting processes, AML/KYC, sanctions, and regulatory frameworks.
- Proven track record in leading change, implementing technology, and driving operational excellence.
- Exceptional stakeholder influencing, negotiation, and communication skills at executive levels.
- High integrity, ethical mindset, and strong risk/compliance focus.
- Fluent in written and spoken English and Chinese; proficiency in Mandarin is a distinct advantage.
- Detail-oriented, organised, with outstanding interpersonal abilities.
If you are a strategic operator with a passion for excellence in premium wealth insurance, this role offers significant influence, visibility, and impact in a dynamic, client-centric environment.
