Client Success & Operations Lead, Group Medical Business
Role Summary
Bowtie’s mission is to make insurance good again and our vision is to build a category-defining health insurance company.
As a young and fast-growing company, grooming and learning from the next generation is always our priority. We are looking for great talents who share our values to retain and grow our group medical business portfolio.
About the Role
You will be working in a fast-paced organization that promotes cross-functional collaboration to drive the retention and renewal of our group medical business.
Your Key Responsibilities Include:
Jumbo account management & retention
Identify and manage the health of our Top 10 Jumbo Accounts to ensure 100% retention.
Build and maintain strong relationships with key decision-makers at our largest clients.
Conduct mid-year reviews, claims analysis, and wellness planning to proactively demonstrate value before renewal.
Develop and implement retention strategies to prevent "surprise" losses (e.g., service gaps).
Operational process re-engineering
Manage the "Manual to Digital" project to eliminate manual "eyeball checking" of proposals and forms.
Develop and manage project plans to automate workflows in policy issuance, reporting, and wording reviews.
Collaborate with Tech, Product, and Ops teams to implement digital submission links and enhance system reliability.
Monitor operational risks and implement corrective actions to improve efficiency and accuracy.
Technical negotiation & underwriting
Manage the internal negotiation process with Pricing, Underwriting, and Reinsurance teams to secure competitive terms.
Review policy wordings, contracts, and reinsurance arrangements to ensure compliance and commercial viability.
Collaborate with cross-functional teams to resolve complex technical issues for the sales team.
Contribute to our business goals
Align with the business's profitability goals by managing loss ratios and operational costs.
Develop a deep understanding of portfolio data to provide strategic insights on renewal pricing and risk management.
Collaborate with internal stakeholders to identify opportunities for "talent density" by removing low-value administrative tasks.
Participate in company-wide initiatives to upgrade our operational capabilities.
The success of this role will be measured by:
Retention rate of Jumbo Clients (and prevention of service-related churn)
Reduction in manual processing time (Operational Efficiency)
Portfolio profitability and Loss Ratio management
You are expected to consistently uphold Bowtie’s commitment to fair treatment of clients, ensuring that all client interactions, solutions, and recommendations are appropriate, transparent, and aligned to clients’ needs and best interests.
About you
To succeed in this role, you are:
A "Fixer" who loves solving complex process problems.
Detail-oriented but strategic enough to see the big picture.
Resilient and able to negotiate with strong internal stakeholders.
Always do things with good intentions and have strong Integrity.
And, the following qualifications are essential
At least 5+ years of experience in Client Service, Operations, or Underwriting within the Insurance/Employee Benefit industry.
Strong project management skills with a track record of process improvement (automation/digitization).
Excellent technical knowledge of Group Medical products, policy wording, and reinsurance.
Ability to work collaboratively in a team environment while leading change.
Strong analytical skills (Excel/Data) to spot trends in claims and loss ratios.
Knowledge of the healthcare industry and operational best practices is an asset.
We Offer
Apart from a great career path and an opportunity to do good and do well, we also offer:
Competitive package
Flexible work arrangement
Benefits include medical/ dental coverage and wellness programs
Employee discounts
Fun, co-operative, and flexible startup culture
Weekly sharing sessions and regular social gatherings
Excellent learning opportunities with Professional Development Sponsorship
About Bowtie
We are the first licensed virtual insurer (虛擬保險公司) in Hong Kong.
We believe that insurance is fundamentally good, and we are here to bring the good back through our passionate, innovative, and customer-centric team.
By combining our deep domain expertise and our own proprietary modern technology, we are building one of the most iconic, category-defining health insurance companies in Asia.
We take pride in moving fast all the time and our track record in moving ahead in the game. Our digital insurance platform is also ranked #2 in the world in Sia Partners' 2023 report.
As we grow, we're always looking for highly dynamic, hands-on, and passionate talent to join our team. If you are looking for a rewarding career where you will grow together with strong talents from different backgrounds and build products and services that bring a positive impact on the lives of millions of people in Hong Kong / Asia, apply to our opening today!
Information collected will be treated in strict confidence and used solely for recruitment purposes.
The company will retain all applications no longer than 24 months of which will be destroyed thereafter.
We are an equal-opportunity employer. We do not discriminate on the basis of race, sex, disability, or family status in the employment process.