Manulife Hong Kong has appointed Candy Au Yeung (pictured above) as chief operations officer. She reports to Damien Green, Manulife Hong Kong CEO, and Mark Van Den Broek, chief information officer and chief operations officer of Manulife Asia.

In this role, Au Yeung is in charge of Manulife Hong Kong’s operations, especially in the core functions of underwriting, claims, policy administration, office and agency support, high-net-worth operations and customer service, Manulife said. She also leads the strengthening of the company’s service culture and improving operational efficiency through increased digital adoption.

Au Yeung joined Manulife from Prudential Hong Kong, where she was most recently senior director of customer service, claims, medical network and policy administration. Prior to Prudential, she worked for several international insurers in the region, such as Zurich, MetLife, Bupa and AIA, in a career that has spanned over 20 years.

“This appointment reflects Manulife’s strategic focus on transforming its customer experience by developing more customer-centric services and processes and deploying new digital tools, as well as optimizing support for its growth-focused agency force,” Manulife Hong Kong said. “Ms. Au Yeung will play a pivotal role in driving the company's operations transformation and customer experience agenda.”