Head, Life Operations Policy Servicing

GCB 4

We are currently seeking a high calibre professional to join our team as a Head, Life Operations Policy Servicing.

In this role you will:

• Lead end-to-end Policy Servicing performance across onshore and ICOE teams, owning all request types across the policy lifecycle. Ensure SLA delivery, fair customer outcomes, and consistent, efficient, high-quality service through robust procedures and controls.
• Deliver change and growth initiatives by leading and contributing to projects (new and enhancements) and system improvements, while proactively managing risks and controls, and ensuring timely escalation and resolution of issues.
• Optimise process and organisational design by removing operational barriers, and design/maintain end-to-end controls and support requirements aligned to the target operating model in a cost-effective manner.
• Provide governance and oversight of policy administration activities in ICOE, ensuring adherence to internal standards and all applicable legal and regulatory requirements.
• Lead, engage, and develop the team to deliver business outcomes, driving the people agenda and ensuring performance expectations and capability standards are consistently met.

To be successful you will need:

• 10+ years of relevant working experience in life insurance operations or project management and a bachelor degree
• Strong people manager who demonstrates leadership capabilities
• First line of defence experience
• Knowledge of insurance product and local regulatory requirements for life insurance
• An analytical mindset
• Ability to balance cost limitations with the wider needs of the company and its people
• Excellent verbal and written communication skills
• Proficient in English

Opening up a world of opportunity

www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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