Bowtie Life Insurance Company

Manager

• Manage and adjudicate group medical claims, ensuring timely, accurate, and fair determination in line with policy terms and company guidelines
• Oversee the end-to-end claims workflow for assigned portfolios, including triage, investigation, approval and payment authorisations
• Review complex or high-value claims, escalate appropriately and coordinate with clinical, legal or underwriting teams as required
• Build and maintain strong relationships with corporate clients, scheme administrators, brokers and healthcare providers to facilitate smooth claims resolution
• Coach, lead and develop a small team of claims handlers; allocate workload and monitor performance against SLAs and KPIs
• Identify process bottlenecks and partner with operations and technology teams to implement improvement initiatives that enhance efficiency and customer experience
• Ensure compliance with regulatory requirements, internal controls and audit expectations; prepare documentation and reports for internal review
• Analyse claims trends and produce insights to inform product, pricing and risk management decisions
• Support claims-related projects and change programmes, including testing new processes or system enhancements

Assistant Manager, Claims – Group Medical

Performance Marketing

• Plan, set up, and manage paid performance campaigns across Google Ads, Meta, and other ad platforms, including tracking and pixel/tag configuration, with a focus on driving leads and sales
• Support budget pacing, bidding adjustments, and audience targeting under the guidance of the team; develop confidence in making independent optimization calls over time
• Translate campaign and creative strategies from cross-functional marketing teams into structured testing plans — defining hypotheses, success metrics, and test parameters — then drive iterative optimizations to deliver against aligned goals
• Conduct structured A/B and multivariate tests on creatives, copy, and landing pages; maintain clear documentation of test setups and results
• Maintain recurring performance reports across channel mix, funnel stages, and product lines
• Translate campaign data into clear performance updates and flag key observations to the team
• Contribute to full-funnel attribution analysis, cohort tracking, and conversion path evaluation
• Work with SQL (preferred) or AI tools to query and visualize performance data beyond platform-native dashboards
• Actively adopt and experiment with AI tools to improve campaign workflows — from automated bidding scripts and creative generation to reporting automation and prompt-assisted analysis
• Bring an AI-ready mindset: you don't wait to be told when a tool might save hours; you find it, test it, and propose it
• Coordinate with creative and product teams on asset requirements, campaign briefs, and landing page optimisations
• Communicate performance findings clearly in both English and Cantonese

Performance Marketing Specialist

Customer Support

• Assist the Customer Service Manager in leading and managing a team of customer service representatives, setting performance goals, and monitoring progress.
• Handle and resolve customer queries in a timely, efficient & professional manner.
• Provide training to newly onboarded staff to meet the team's internal standards.
• Perform quality assurance audits and providing coaching to team members to ensure a high standard of customer service.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
• Investigate and handle customer complaints/ regulatory complaints in accordance with the regulatory requirements and internal policies and procedures.
• Collaborate with other departments, such as underwriting, claims, and sales, to resolve customer issues and improve cross-functional communication.
• Participate in the development of new products and services, and provide input on product design and pricing.
• Develop and maintain standard operating procedures (SOPs) for the customer service department, ensuring compliance with company policies and regulatory requirements.
• Participate in the recruitment and selection process for new customer service representatives, as needed.
• Prepare reports on customer service performance and complaints for senior management.
• Perform other duties as assigned by the Customer Service Manager.

Customer Service, Assistant Manager

Customer Success Manager

• 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)
• 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
• 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
• 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

Client Success Lead, Group Medical Business

Financial Planning and Analysis

• Own the monthly business review process
• Execute granular Line of Business (LOB) reporting
• Partner with Data Engineering teams for financial data integration
• Play a key role in annual budgeting cycle
• Build and maintain rolling forecasts
• Monitor the Cash Conversion Cycle
• Conduct deep-dive Value vs. Cost analyses
• Perform rigorous "What-If" stress testing

Assistant Manager, Financial Planning & Analysis

Insurance

• Define and own the 1-2 year strategy and roadmap for the Health and Medical Portfolio, ensuring initiatives address healthcare trends, cost containment, and enhance the value of virtual care within the proposition
• Oversee the entire customer journey = (Acquisition/Engagement/ Retention) to maximize Customer Lifetime Value (CLV), focusing heavily on medical engagement drivers and claims experience
• Keep abreast of the trends of medical insurance and healthcare eg medical inflation and claim utilization rates, etc
• Provide product training to elevate the insurance literacy internally
• Utilize data (claims data, health reports, engagement metrics) and customer research to identify pain points related to accessing care, managing chronic conditions, and submitting claims
• Shape and optimize medical insurance-related features (e.g., wellness programs, digital health tool integration, hospital rider) with robust data support to strengthen the competitive proposition and encourage proactive health management
• Come up and run proposition-level experiments (e.g., changes to deductible/copay structures, benefit communication) to validate hypotheses and rapidly iterate the medical value provided to the customer
• Manage complex stakeholder relationships across Medical Practitioner, Underwriters, TPA/Hospital Networks, Legal, and Compliance to gain consensus and resources for medical proposition changes

Assistant Manager, Claims – Group Medical

Performance Marketing Specialist

Customer Service, Assistant Manager

Client Success Lead, Group Medical Business

Assistant Manager, Financial Planning & Analysis

Manager/Senior Manager, Customer Proposition – Medical Insurance Products