HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 Global Head of Insurance Operations, Global Insurance.

Role Purpose and Context

Reporting to the Global Insurance COO, this is a key Insurance leadership position to shape and execute the Insurance Operations strategy and drive the performance uplift in conjunction with all Insurance manufacturing markets. The Global Head of Insurance Operations is responsible for the strategic planning and execution for all insurance processes – New Business, Underwriting, Policy Servicing, Claims, Investment, Business management and Customer Service.  The role holder actively contributes to the overall company operational targets and has responsibility for adherence to service levels, improvement in customer experience (jNPS and iNPS), reducing the overall Cost/case and transformation plans. Core duties include strategy execution, management and leadership of processes for continuous customer experience improvement evidenced via comprehensive and consistent reporting and activity management. This is a significant leadership role with circa 400 FTEs.

Key activities:

• Collaborate with business stakeholders to deliver on Global Insurance operations strategic initiatives.
• Lead transformation initiatives for Life & Health Insurance operations and support in setting and streamlining the end-to-end process.
• Lead the high performance center of Excellence in delivering Insurance products & services in cost effective way 
• Contribute to the achievement of the Group imperatives by delivering maximum contribution from all Operations activities by focusing on the cost of delivery and maximizing operational efficiencies 
• Accountable for the delivery of high levels of customer satisfaction and people engagement through service excellence
• To create and deliver market leadership in service, directly through the deployment of service standards and in collaboration with internal business partners (Insurance market COOs and Head of Operations) through deployment of approved initiatives
• To have overall responsibility for legal and regulatory compliance within the Insurance operations and to operate appropriate levels of business operational control in line with HSBC Group policies procedures and practices
• Embrace customer centric culture to Insurance operations for continuous service improvement

The role holder is also responsible for developing and maintaining excellent relationships with multiple key stakeholders including market COOs, Head of Operations, iWPB Head of Shared Contact Centre, Centre Directors in order to deliver Insurance priorities and the Insurance Group strategy.

Principal Accountabilities:  

Impact on the Business

• Shape, articulate and execute the Operations strategy, processes, and operations in collaboration with cross-functional teams
• Collaborate with Underwriting, Claims, Policy Servicing and other departments to drive operational alignment, share insights & best practices
• Establish Center of Excellence / share capabilities driving high quality and cost-effective insurance service delivery for Insurance markets.
• Monitor and report on service and sales KPIs to the executive team and identify opportunities to proactively address customer concerns and enhance the ownership experience
• Contribute to the achievement of the Group imperatives by delivering maximum ‘profit’ contribution from all business activities. This will be achieved by the efficient management of resources, right shoring and the achievement of sustainable saves targets a
• Responsibility for achieving and maintaining market leading levels of customer satisfaction and employee engagement;
• Lead and support change initiatives or projects as needed

Customers / Stakeholders

• The role holder will need to develop and maintain an excellent working relationship with market COOs and the overall Operations team in order to operationalize the Insurance Target Operating Model  
• Business outcome lead for the implementation of Core capability initiatives across Insurance Servicing and Claims for Life and Health Insurance business. 

Leadership & Teamwork

• Play a lead role in making Insurance Operations the ‘Best Place to Work’ through:                  
  
  • Demonstrating a consistently engaging, persuasive and effective approach, actively modelling HSBC values and cultivating an environment that supports diversity and reflects the brand
  • Active promotion of the culture and values throughout the operation both by personal example and by ‘spreading’ the leadership role across a wider management population. 
  • Communicate the Insurance mission and values across the operation and ensure that people understand their role in delivering them 
  • Consider people impacts in all major initiatives whether changes to jobs, working environment or career development.
• Ensure all direct reports and teams are empowered to deliver high performance

Knowledge & Experience

• Significant strategic leadership management in complex environments where cultural and operational transformation is required
• Degree graduate with extensive Operations Management or related Business Management experience preferably from Insurance 
• An ability to direct, manage and motivate senior functional and operational executives, experienced and highly qualified professionals, as well as front line staff to deliver outstanding performance through leading and managing people in large teams and operational areas
• Strong leadership, stakeholder management, interpersonal, communication and influencing skills to inspire and drive performance, innovation and execute approved plans
• Strong knowledge of technical aspects of Insurance Operations (Underwriting/Claims/Policy Servicing/Investments), with proven ability to implement large scale operating model change supported by concurrent projects
• High degree of self-motivation to achieve results and inspire trust in others 
• Ability to collaborate across teams at a global level to accomplish strategies, understanding matrix navigation, driving collaboration opportunities across cultures and globally dispersed teams to deliver more at increased pace and less cost

Opening up a world of opportunity. 
http://www.hsbc.com/careers

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