Bupa
Service Account Manager
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Job Description: Service Account Manager
Location: Hong Kong
Permanent
Full time
Onsite working
About Bupa Global
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.
Role Overview
As a Service Account Manager, you will be the primary service contact for Group Secretaries and Intermediaries, managing a broad range of policy administration and service-related activities for corporate clients.
You own the delivery of policy renewals, including implementation of agreed changes, member movements, and ongoing policy administration. As the first point of escalation for complex service enquiries, you will investigate issues, provide timely resolutions, and deliver clear, professional advice to clients and intermediaries.
Working closely with internal stakeholders across Sales, Claims, Finance, and Operations, you will build strong relationships, ensure a high standard of service delivery, and contribute to client retention through a proactive and customer-focused approach.
You will also handle policy administration and service enquiries for non-corporate groups from brokers or other group secretaries, ensuring a consistent and positive customer experience across all interactions.
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Responsibilities
- Manage enquiries from Group Secretaries and Intermediaries via phone and email, delivering responsive and professional service.
- Support Sales and Client Management teams in onboarding process.
- Coordinate renewal activities, ensuring accurate and timely implementation of agreed changes.
- Review and proof-read membership guides to ensure accuracy.
- Administer member movements and policy changes efficiently, particularly during renewal periods.
- Resolve complex service, billing, and commission enquiries, partnering with internal stakeholders to drive timely solutions.
- Collaborate with Sales, Claims, Finance, and Operations teams to deliver excellent customer outcomes.
- Identify and implement process improvements to enhance service quality and operational efficiency.
- Participate in client and broker meetings, providing service expertise and ensuring follow-through on commitments.
- Manage enquiries relating to non-corporate groups including policy benefits, claims, premiums, billing, policy administration.
Key Skills/Qualifications
- Bachelor’s degree or equivalent preferred.
- Pass in IIQE Paper I and II is needed to apply insurance agent license with Hong Kong Insurance Authority (HKIA). Your academic qualification must meet the requirement from HKIA.
- Successfully obtain a valid individual insurance agent license issued by HKIA.
- Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.
- Strong listening skills with the ability to understand customer needs and deliver tailored solutions for both group and individual cases.
- Strong problem-solving and investigative skills, with the ability to communicate solutions clearly and confidently.
- Strong stakeholder management and collaboration skills, with the ability to work effectively across internal and external teams.
- Experience in corporate insurance policy servicing or broker relationship management is preferred but not essential.
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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.
Time Type: Full time
Job Area: Business Development
Locations: The Quayside
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