Head of Operations - Life and Health

About the Role

HSBC invites experienced professionals to join as Head of Operations within the Life and Health division. This leadership position plays a critical role in overseeing both onshore and offshore operations, ensuring compliance with key performance indicators, service level agreements, risk controls, and regulatory standards.

Key Responsibilities

• Ensure operational processes align with established KPIs, SLAs, global and local procedures, including risk control adherence and regulatory compliance across onshore and offshore teams.
• Lead the consolidation efforts of Life and Health Operations to maximize synergy and operational efficiency.
• Oversee remediation efforts addressing control and process deficiencies identified through audits, first-line issues, and regulatory demands.
• Support business expansion, digital transformation, and IT projects to enhance operational capabilities.
• Manage the end-to-end delivery of Life product services, ensuring alignment with the company’s strategic direction.
• Devise and implement strategies to promote operational excellence and a customer-focused service approach.
• Supervise and report on performance management of internal departments and external service providers under agreed service level and performance agreements.

Required Qualifications and Experience

• Substantial experience in operations related to new business and/or policy servicing within a major Life insurance organization.
• Strong industry expertise with special emphasis on insurance operations, systems, and organizational structure.
• Proven strategic, business acumen, and sound decision-making capabilities with experience in large-scale projects.
• Deep knowledge of performance metrics and financial evaluation methods tailored to insurance operations.
• Demonstrated success in process re-engineering, change management, and pursuit of best practices within operations.
• Experience working in a matrix organizational structure similar to HSBC’s framework.
• Insight into distribution channels, customer segmentation, product offerings, and competitor landscape in insurance markets.
• Exceptional communication skills, adept at handling multiple stakeholders both internal and external.
• Strong leadership qualities, excellent interpersonal skills, and a solid understanding of risk management principles.

Company Commitment

HSBC values an inclusive culture where every employee is respected and empowered. The organization emphasizes ongoing professional growth, flexible work arrangements, and opportunities to advance within a diverse environment. Personal data privacy for applicants is safeguarded according to HSBC's privacy policies.