Policy Owner Service, Consultant (HNW)

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. As a Policy Owner Service Consultant (HNW), you will deliver an enhanced High-Net Worth post sales experience by establishing a dedicated HNW POS team.

Responsibilities:

Volume and Complexity Growth

The HNW POS scope has expanded significantly beyond its original design. You will provide end to end ownership of HNW POS cases to ensure SLA adherence, regulatory compliance, and consistent client and broker experience.

Monitoring & Reporting

• Maintain a centralized HNW POS control tracker that monitors case types and risk categories, turnaround time (TAT) start and end points, pending reason codes, and actual completion performance against SLA targets.
• Produce monthly HNW POS performance dashboards for management reporting and HNW key broker reviews.
• Maintain a single consolidated view of Broker-initiated HNW cases and Agency HNW cases.

Control & Governance

• Enforce consistent TAT measurement logic (POSA receipt to PES completion) to address broker perception gaps.
• Identify systemic delay drivers, including recurrent pending reasons, compliance bottlenecks, system limitations requiring OT intervention.
• Support audit, compliance, and regulatory enquiries with clear audit trails and defensible case evidence.

Standards & Enablement

• Drive alignment with PD and brokers by updating POS manuals.
• Clarifying documentation standards and acceptance criteria.
• Support training to ensure HNW POS handling is repeatable, auditable, and resilient to staff turnover.

Other responsibilities

• Perform other responsibilities and duties periodically assigned by the senior leader to meet business requirements.

Requirements:

• University / College graduate with minimum 5 years’ experience in managing similar job natures, HNW or POS is preferred.
• Strong expertise in High-Net Worth POS Processing including complex corporation case/ Trust case handling/ Policy Assignment.
• Solid knowledge of operations, controls, and reconciliation, ensuring accuracy, compliance, and audit readiness.
• Proactive in problem solving and able to work multi-tasks effectively in a fast-moving industry.
• Proven experience in process improvement, system enhancement, and workflow automation to drive operational efficiency.
• Good understanding of regulatory and compliance requirements related to fund operations.
• Strong customer-centric mindset, with commitment to understanding customer needs and delivering reliable, high-quality outcomes.
• Effective stakeholder collaboration, with the ability to work across cross-functional teams and manage internal and external parties.
• Strong analytical thinking and problem-solving capability, with ability to identify root causes and implement practical solution.