HSBC Group

GCB 3

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make.

At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific Region. Our Employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC. 

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures. 

We are currently seeking a high calibre professional to join our team as Head of Customer Management & Innovation.

Role purpose 

The HSBC Life Hong Kong Business has a large customer base covering both Life Insurance and Employee Benefit. The Head of Customer Management & Innovation will lead the development and execution of strategies to enhance customer experience and drive innovation across the organization. This role is pivotal in ensuring that customer needs are met with innovative solutions, fostering a culture of continuous improvement and customer-centricity. Key responsibilities include:

1. Leadership & Innovation: Develop and implement a comprehensive customer management strategy that covers the entire customer lifecycle and enhances customer satisfaction and loyalty. This will include developing frameworks for designing and enhancing customers journeys and interactions. Developing metrics to measure customer satisfaction, ensuring customer satisfaction is holistically measured and customer feedback is considered for continuous improvement. Drive the identification and implementation of innovative technologies and solutions. Define relevant use cases for innovation, leveraging emerging technologies and AI tools to enhance customer experience and operational efficiency. Identify and evaluate third-party solutions and technologies that align with strategic objectives, fostering partnerships to drive innovation.
2. Customer Management: Identify, design and implement a holistic Customer Relationship Management tool specifically for the Insurance business that will provide a comprehensive view of the customer and can be used across all channels to provide immediate, complete and consistent responses to customer interactions.
3. Customer Experience & Communication: Oversee the design and delivery of exceptional customer experiences across all touchpoints, ensuring consistency and quality. Review and optimize end-to-end customer journeys to ensure seamless and satisfying customer experience. Ensure customer communication across the various touchpoints are clear and consistent. Develop optimal customer communication strategies by determining type, frequency and mode of communication.
4. Complaints Management Oversight: Lead the complaints management team, ensuring timely and effective resolution of customer issues, while identifying opportunities for process improvements. Ensure complaints related SLAs and KPIs are met at all times. Drive operational efficiency in complaints management through the use of innovative tools and process streamlining.
5. Business Management & Staff Engagement for COO: Lead the business management team and oversee key activities, including but not limited to – tracking and reporting overall headcount of the business, cost oversight of wider COO team, tracking and reporting COO scorecard, supporting and coordinating COO input into various governance forums and performance monitoring to ensure alignment with organizational goals. Foster a high-performance culture by leading staff engagement initiatives, such as townhalls, training programs, performance management, and employee retention strategies to boost morale and productivity.
6. Stakeholder Collaboration: Work closely with cross-functional teams, including but not limited to Chief Customer Office, Product, Operations, and Technology to ensure alignment and integration of customer management strategies.
7. Team Leadership: Lead, mentor, and develop a high-performing team, fostering a collaborative and inclusive environment that encourages diverse perspectives and ideas.

Functional Knowledge

1.     Extensive experience in customer management, innovation, or a related leadership role within the insurance industry.

2.     Strong understanding of emerging technologies, particularly AI, and their application in insurance.

3.     Have a penchant for learning

4.     Understand the use of data and analytics in deriving customer value

5.     Be passionate about the customer and be obsessed with customer outcomes

6.     Proven ability to lead and develop high-performing teams, fostering a culture of collaboration and continuous improvement.

7.     Demonstrated ability to identify strategic needs-based solutions both now and in the future.

8.     Able to influence at senior level to drive improvement. Proven ability to influence leadership teams.

9.     Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment.

10.  Ability to think innovatively, shaping and communicating new concepts.

Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?". 

Opening up a world of opportunity. 

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. 

Issued by The Hongkong and Shanghai Banking Corporation Limited