Senior Officer, Client Service Delivery

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Responsibilities

1. Deliver omni-channel client and advisor service |

• •Handle walk-in, email and assigned service requests accurately and within service standards.
• •Take ownership of enquiries and service issues through to resolution, coordinating with relevant teams as needed.
• •Follow client service, privacy, authentication and operational requirements, escalating complex cases appropriately.
• •Provide flexible channel coverage, including peak periods and Saturday operations based on the team roster.

2. Drive digital adoption and self-service

• •Guide clients and advisors to appropriate digital and self-service options.
• •Support clients who need assistance completing digital service journeys.
• •Identify recurring digital or service issues and provide feedback for improvement.
• •Support testing and rollout of new digital servicing capabilities.

3. Strengthen service quality and controls

• •Maintain accurate procedures, guidelines, scripts, checklists and service information.
• •Support quality checking, identify recurring issues and recommend improvements.
• •Assist with business continuity, incidents, audits and remediation activities as required.

4. Build team capability and support change

• •Share knowledge and support colleagues on service enquiries, digital journeys and procedures.
• •Participate in cross-training to strengthen team flexibility across service channels.
• •Support implementation and adoption of changes within the team.
• •Perform other duties and projects as required to meet changing business and client needs.

Requirements

• •University degree or equivalent qualification.
• •5–7 years of relevant experience in customer service, insurance operations, financial services or a similar regulated environment. Candidates with less experience may be considered for an Officer position.
• •Frontline or counter servicing experience preferred. Exposure to process improvement, digital servicing, UAT or change implementation is an advantage.
• •Good knowledge of life insurance servicing and frontline operations; IIQE Papers 1, 3 and 5 where required.
• •Strong customer service, communication and problem-solving skills, with the ability to handle complex or sensitive enquiries.
• •Digital mindset with the ability to support self-service, system testing and service improvements.
• •Good analytical skills and proficiency in Microsoft Excel and PowerPoint.
• •Good command of written and spoken English and Chinese, including Cantonese. Putonghua is an advantage.
• •Strong teamwork, adaptability and attention to accuracy, confidentiality and controls.

At Sun Life, we’re driven by our Purpose: to help Clients build lifetime financial security and lead healthier lives. Across Asia, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

Job Category:

Customer Service / Operations

Posting End Date:

10/12/2026