Head of Health Operations and Platform - HSBC Life

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. Here 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 in Singapore 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 combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.
Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create 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 a Head of Health Operations and Platform.

Lead & strengthen the end-to-end operating model and core platform capability for the Health Insurance business. This role is accountable for day-to-day operational performance, continuous improvement, and business-facing platform ownership— ensuring delivery is stable, compliant, scalable, and consistently high quality across customer and partner journeys. You’ll provide leadership across operational execution and platform evolution, translating business priorities into practical outcomes, and ensuring that operations, controls, and technology work together to deliver an excellent customer experience while meeting regulatory and risk expectations

In this role you will:

• Lead day-to-day operational performance across core health insurance journeys (onboarding, policy admin, servicing, renewals, complaints and billing), setting and managing SLAs to drive transparent performance and continuous improvement. 
• Ensure strong operational execution through backlog/capacity/workforce planning and standard performance routines, while owning incident management and escalations end-to-end to deliver timely resolution and sustainable root-cause remediation.
• Own the health insurance operations platforms (e.g., policy administration, CRM/workflow, document management), translating business and customer needs into prioritised requirements and roadmaps that balance value, risk, and delivery capacity. 
• Partner with Technology through delivery, UAT/testing, cutover readiness and post-release stabilisation, ensuring platform design/configuration supports strong controls (auditability, data integrity, and operational risk) aligned to regulatory and internal governance standards.
• Translate operational pain points into measurable improvement initiatives (cycle time, cost-to-serve, NPS), lead process optimisation and digitisation (automation, STP, self-service), manage an end-to-end prioritised change pipeline with benefits tracking and governance, and ensure safe implementation through robust readiness (training, comms, procedure updates, post-go-live monitoring).
• Own and strengthen operational controls across processes and platforms by identifying and mitigating risks within appetite, ensuring regulatory and internal governance compliance through “right first time” behaviours and clear control ownership, and leading audit/compliance readiness with robust evidence, effective KRIs/KPIs, and timely corrective action plans.
• Manage TPAs and vendors to contracted SLAs (including service credits and continuous improvement), oversee operational readiness for partner-led/joint changes (new products, channels, migrations, transitions), and chair governance forums to drive data-led remediation and end-to-end service improvements across the ecosystem.
• Build and lead an inclusive, high-performing team by setting clear goals and role clarity, strengthening succession and development plans, coaching managers/SMEs on operational leadership and risk ownership, and championing a customer-first mindset with strong control health accountability.

To be successful you will need:

• Proven operational leadership in health insurance, with the ability to run high-volume, regulated service operations.
• Strong experience as a business-facing platform owner, partnering with Technology on requirements, prioritisation, UAT, release readiness, and service management.
• Demonstrated delivery of continuous improvement with measurable outcomes, leveraging Lean/Six Sigma/BPM, automation, digitisation, and process optimisation.
• Strong understanding of operational risk management, controls, and evidence-based governance in a regulated environment.
• Confident stakeholder management across Product, Technology, Risk/Compliance, and external partners, with the ability to build alignment and drive decisions.
• Degree or equivalent experience in a relevant discipline; professional qualifications in insurance/operations/risk/continuous improvement are an advantage.

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.

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