Sau Lai Shirley Leung
Richmond,Canada
Summary
Experienced and detail-oriented administrative and operations professional with over 20 years of success in the insurance and financial services sectors across Canada and Hong Kong. Proven leadership in process optimization, compliance, and client service. Skilled in managing diverse teams, streamlining operations, and delivering excellence in administrative support.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Executive Personal Assistant
Elite Wealth Management Ltd
09.2022 - 03.2023
- Managed client communications and liaised directly with insurance carriers and MGA (iA, Sun Life, Canada Life, Equitable Life, Manulife, HUB etc.)
- Managed executive calendars, optimizing schedules for maximum efficiency and productivity.
- Supported client meetings, and correspondence
- Utilized WealthServ to manage insurance operations
- Prepared reports, agendas, presentation materials, and meeting minutes
- Implemented operational improvements to enhance team efficiency
Business Processing Manager
OnePlatform Wealth Management Ltd.
04.2017 - 08.2021
- Supervised a 12-person team supporting financial advisors with administrative and client services
- Oversaw insurance application reviews, ensuring compliance with Anti-Money Laundering (AML) and other regulations
- Implemented control frameworks and updated Standard Operating Procedures (SOPs)
- Conducted UAT, including scenario design and end-user training
- Built and maintained strong relationships with insurers
- Established a good and long-term relationship with insurance carriers and financial advisors
- Streamlined processing workflows, enhancing efficiency and reducing turnaround times.
- Led cross-functional teams to implement process improvements, driving operational excellence.
New Business Services Manager
Manulife
08.2015 - 10.2016
- Led a team of 7 in handling insurance application processes and policy issuance
- Delivered regular management reports and ensured compliance standards
- Enhanced service effectiveness through continuous improvement
- Led cross-functional teams to streamline business operations and enhance service delivery.
- Developed strategic initiatives to improve customer experience and operational efficiency.
- Designed and executed UAT for system upgrades and staff training
- Established a good and long-term relationship with financial advisors
- Implemented control frameworks and updated Standard Operating Procedures (SOPs)
Customer Service Manager
Standard Life Ltd.
05.2010 - 08.2015
- Led a team of 8 in handling policy alterations and client inquiries
- Monitored adherence to internal compliance and AML policies
- Conducted service efficiency reviews and UAT initiatives
- Led customer service team to enhance client satisfaction and retention through effective training programs.
- Developed and implemented operational strategies to streamline service delivery processes.
- Established a good and long-term relationship with financial advisors
- Implemented control frameworks and updated Standard Operating Procedures (SOPs)
Supervisor
Sun Life Hong Kong Ltd.
08.2006 - 04.2010
- Supervised 4 staff processing financial and non-financial policy changes
- Supported reporting and compliance-related functions
- Led team to achieve operational excellence through process optimization and employee engagement initiatives.
- Trained team on new systems and procedures through UAT
- Established a good and long-term relationship with financial advisors
Assistant Manager
Citi Fubon Life
03.2005 - 08.2006
- Oversaw policy alterations, reporting, and continuous service improvement
- Led a team of 4 and provided UAT training
- Led team in executing strategic initiatives to enhance customer engagement and retention.
- Oversaw insurance application reviews, ensuring compliance with Anti-Money Laundering (AML) and other regulations
- Enhanced service effectiveness through continuous improvement
Supervisor
New York Life Insurance Worldwide Ltd.
02.2004 - 10.2004
- Managed a 5-person team handling policy servicing and system enhancements
- Enhanced service effectiveness through continuous improvement
- Streamlined reporting procedures, enhancing accuracy and timeliness of financial data delivery.
Assistant Officer
MassMutual Asia Ltd.
03.2001 - 02.2004
- Led a team of 3 in policy processing and UAT activities
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Assistant Officer
Prudential Assurance Co. Ltd.
10.1999 - 02.2001
- Handled policy alterations with a focus on financial changes
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Assistant Officer
East Asia Aetna Insurance Group
02.1998 - 10.1999
- Delivered customer service for financial policy modifications
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
Education
Bachelor of Arts - Social Science (Economics)
Western University
London, Ontario01.1997
General Studies - General Studies
Concordia University
Montreal, QC01.1995
High School Diploma -
Steveston Senior Secondary School
Richmond, BC01.1993
Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, Visio)
- Zoom
- Google Meet
- Power BI
- WealthServ (Insurance CRM System)
- Executive support
- Business and Office Administrative support
- Customer service
- Time management
- Calendar management
- File management
- Multitasking and organization
- Document preparation
- Meeting planning
- Commitment to quality and service
- Team collaboration
LANGUAGES
English
Cantonese
Mandarin
Certification
- Introduction to Microsoft 365 Copilot | 2026
- Working as a Virtual Assistant | 2025
- Food Handler / Food Safe Level 1 Certificate | 2025
- How to Declutter and Organize Any Space | 2025
- H&R Block Federal Income Tax Level 1 | 2024
- First Aid, CPR & AED Certificate | 2023
- Responsible Adult Certificate | 2023
Timeline
Executive Personal Assistant
Elite Wealth Management Ltd
09.2022 - 03.2023
Business Processing Manager
OnePlatform Wealth Management Ltd.
04.2017 - 08.2021
New Business Services Manager
Manulife
08.2015 - 10.2016
Customer Service Manager
Standard Life Ltd.
05.2010 - 08.2015
Supervisor
Sun Life Hong Kong Ltd.
08.2006 - 04.2010
Assistant Manager
Citi Fubon Life
03.2005 - 08.2006
Supervisor
New York Life Insurance Worldwide Ltd.
02.2004 - 10.2004
Assistant Officer
MassMutual Asia Ltd.
03.2001 - 02.2004
Assistant Officer
Prudential Assurance Co. Ltd.
10.1999 - 02.2001
Assistant Officer
East Asia Aetna Insurance Group
02.1998 - 10.1999
Bachelor of Arts - Social Science (Economics)
Western University
General Studies - General Studies
Concordia University
High School Diploma -
Steveston Senior Secondary School
CORE COMPETENCIES
- Operations & Workflow Optimization
- Team Leadership & Staff Development
- Insurance Application Processing
- Client Relationship Management
- Regulatory Compliance (AML, Sanctions)
- User Acceptance Testing (UAT)
- Administrative & Executive Support
- Policy Alterations & Service Delivery