Senior Case Manager

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.

We are seeking an experienced Senior Case Manager to support the Bermuda High Net Worth (HNW) business. This role is responsible for end-to-end ownership of complex and high-value insurance cases, ensuring seamless coordination across stakeholders and timely policy issuance.

The Senior Case Manager acts as the primary point of contact for brokers and internal teams, managing complex, cross-border, and priority cases while ensuring strong governance, service quality, and client experience.

Key Responsibilities:

End-to-end Case Ownership

• Manage complex HNW/UHNW cases from onboarding through policy issuance and servicing including application submission, underwriting requirements gathering (medical, financial, KYC/AML, trusts, tax opinions), illustration reviews, negotiations with carriers/underwriters, and policy issuance.

• For case management-related matters, act as the primary point of contact for brokers, relationship managers, and internal stakeholders

• Proactively track case progress, dependencies, and turnaround timelines

• Comply 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.

Cross-functional & Cross-border Coordination

• Coordinate across relevant functions – e.g., Operations, Distribution, Reinsurance, and external providers (e.g., medical, trustees)

• Ensure completeness and quality of case documentation prior to underwriting decisioning

• Maintain alignment across LBUs for cross-market cases

Complex Case Management & Escalation

• Handle complex scenarios including jumbo cases, multi-life structures, and cross-border placements

• Identify and escalate cases requiring senior underwriting or governance input

• Support resolution of case issues and dependencies

Service Quality & Performance

• Ensure adherence to turnaround time (TAT) and service standards

• Manage, understand and resolve complex complaints that come in through various touchpoints and sources within the required turn-around-time

• Monitor case progress and minimise delays or rework

• Analyze investigation reports / information received / recurring issues and make independent recommendations to the management for service resolutions and improvements

• Prepare statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team

Stakeholder & Broker Engagement

• Provide high-quality service to brokers, private bankers, and internal stakeholders

• Translate underwriting requirements into clear, actionable guidance

• Manage expectations on timelines and case requirements

Team Management & Capability Building

• Provide guidance to Case Managers on complex case handling

• Prioritize cases based on importance and internal guidelines

• Support consistent execution standards across the team

Requirements & Qualifications:

• 5 – 8 years of experience in case management, underwriting operations, or new business operations, with at least 2-3 years of experience in handling high-net-worth/ultra-high-net-worth life insurance (jumbo cases, PPLI, premium financing preferred)

• Familiarity with underwriting processes, financial/medical requirements, and reinsurance workflows

• Experience in Bermuda-regulated (offshore), Hong Kong-regulated, and Singapore-regulated life products, including IUL, VUL, universal life, Par whole-of-life, and savings/legacy plans

• Professional qualifications preferred (e.g., FLMI, CLU, CFP, or advanced insurance/wealth management certifications)

• Proficiency in insurance systems (e.g., policy admin, illustration tools), CRM, Microsoft Office, and compliance tracking software

• Degree in business, operations, finance, or related discipline preferred

• Relevant insurance qualifications preferred

Preferred Attributes:

• Multilingual fluency (English + Cantonese essential; Mandarin + others advantageous)

• Strong coordination and stakeholder management skills

• Ability to manage complex cases under time pressure

• High attention to detail and strong follow-through

• 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.