Head of HNW Case Management

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role is responsible for end-to-end orchestration of high value, complex, and priority insurance cases, ensuring superior client experience while maintaining strong underwriting, medical, financial, and regulatory controls.

This role acts as the single point of accountability across distribution, underwriting, medical providers, reinsurers, and internal stakeholders for HNW and UHNW cases.

Responsibilities

End‑to‑End Case Ownership

• •Manage complex HNW / UHNW cases from submission through policy issuance.
• •Act as the single point of contact for priority agents, relationship managers, and internal stakeholders.
• •Proactively track milestones, dependencies, and turnaround times.

Underwriting & Risk Coordination

• •Collaborate with internal and external stakeholders in underwriting, reinsurances and medical providers.
• •Ensure complete, high‑quality case documentation before underwriting decisioning.
• •Anticipate underwriting concerns and front‑load information to reduce rework.

Stakeholder & Distributor Management

• •Provide white‑glove service to top‑tier agents, private bankers, and relationship managers.
• •Translate underwriting requirements into clear, practical guidance for distributors.
• •Manage expectations on timelines, requirements, and outcomes.

Complex Case Management

• •Manage complex cases such as Jumbo sums assured, Multi‑life structures, Business succession / key person case, Cross‑border / residency‑complex cases
• •Escalate appropriately to senior underwriting, medical directors, or governance forums.

Governance, Risk & Compliance

• •Ensure adherence to underwriting authority limit, AML / KYC / financial justification requirement and local regulatory and conduct standards
• •Maintain strong audit trails and documentation integrity.
• •Ensure strict compliance with Bermuda Monetary Authority (BMA), Hong Kong Insurance Authority (IA), Monetary Authority of Singapore (MAS), AML/CFT, FATCA/CRS, and internal/group policies across jurisdictions wherever applied

Service Excellence & Continuous Improvement

• •Monitor service KPIs for HNW cases (TAT, rework, drop‑offs).
• •Identify recurring friction points in the HNW journey.
• •Contribute to process improvements, automation opportunities, and TOM evolution .

Requirements & Qualifications

• •Degree in related discipline and 10 years' experience in underwriting operations, case management and new business operations with 4-5 years' experience gained from HNW/complex segment.
• •Prior exposure to HNW, VIP, jumbo, or complex cases strongly preferred.
• •Insurance‑related qualifications (e.g. LOMA, ANZIIF, equivalent) advantageous
• •Prior experience in Bermuda-regulated (offshore) product and knowledge of Hong Kong-regulated, and Singapore-regulated life products,
• •Strong understanding of life insurance underwriting principle, medical & financial risk assessment and reinsurance workflows
• •Experience managing large, complex, or non‑standard cases .
• •Familiarity with underwriting systems, case management tools, and workflow platforms.
• •Exceptional stakeholder management and communication skills.
• •High attention to detail with strong follow‑through.
• •Ability to operate under pressure with senior, high‑expectation clients.
• •Sound judgement and escalation discipline.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.