Job description
Business: INS Mfg COO
Open positions: 1
Role Title: Operations Manager Account Services and Management - Grp INS COOOps -INHK
Global Career Band: 5IC
Location (Country / City ): China / GZC
Recruiter: Sylvia Li
Why join us?
The role holder is accountable to ensure the Insurance business service targets exceed business partner and customer expectations, and is responsible for Insurance Business Service oversight, assessment, continuous improvement and quality reviews. Also, the role holder will ensure employee benefits service expectations are defined, measured and assessed, business impact of service problems is communicated, understood and actions progressed to prevent re-occurrence, as well as provide Insurance business insight to, and ensure appropriate communication of, Insurance business change activities or concerns.
The Opportunity:
• Lead the development of service excellence standards, framework and delivery to drive customer advocacy from Employee Benefits Operation perspective
• Ensure alignment with business strategy to deliver our strategic intent and business goals
• Implement changes / initiatives as required by Group Insurance, HSBC and Strategic Partners
• Support and manage Daily Operational Activities
• Ensure agile operating model from capacity perspective in accommodating business demand and unexpected volume spike
• Implement and maintain robust management on Third Party Administration (TPA) including issue, complaint and operational risk reporting management
• Oversee the responsible operational areas including support in the escalation and resolution of any issues identified
• Ensure compliance of HK Insurance and regulators with requirements relating to Business Continuity Plans, outsourcing management and other cross business line operational activities
• Ensure other HSBC Departments (e.g. IT) to provide effective support to outsourced operations and business initiatives
What you’ll do:
• Apply best practices for effective communication and problem solving
• Deliver initiatives, project as per confirmed requirement, agreed timeline and approved budget
• Accountable to ensure Insurance service targets exceed business partner and customer expectations with overall responsibility for continuous quality improvement and streamlining of Insurance business services
• Drive and govern Insurance business compliance with global quality policies (incl. Insurance Partnership Target Operating Model), standards, guidelines and procedures with the objective of improving quality whilst increasing cost effectiveness and excellent levels of risk management
Requirements
What you will need to succeed in the role:
• Maintain strong relationships and liaise with Insurance business functions to ensure the customer expectations are understood, measured against and being met and/or exceeded
• Ensure appropriate communication of business / regulatory requirement, business impact, cost-and-benefit analysis, major problems and change
• Communicate status, identifying risks and issues for resolution and remediation
• Articulate and report to the business partners / stakeholders in timely fashion if any risks/issues are raised
Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.
https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=1f9872ff1b12549021e7c9df1d4bcba3
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***
(* The information contained in this job description is a true and accurate reflection of the job as specified.)