Manager, Operations and Customer Service, HSBC Life Macau

HSBC • , MO

7d

About The Position

We are currently seeking a high calibre professional to join our team as a Manager, Operations and Customer Service, HSBC Life Macau. In this role, you will deliver high-quality customer servicing activities across New Business, Policy Services and Claims, meeting agreed service standards and customer outcomes. You will ensure operations are conducted in compliance with Group requirements and local regulatory obligations, supported by robust internal controls and effective quality assurance. You will regularly review and enhance administrative procedures to improve efficiency, reduce risk, and strengthen customer experience. You will own and coordinate AMCM filings and company record maintenance, ensuring accuracy, completeness, and timeliness through close partnership with relevant stakeholders. You will drive system and process enhancements to support business growth, service scalability, and improved turnaround times. You will lead and develop the Macau operations team, ensuring appropriate capacity, capability, and performance management. You will maintain strong working relationships with Macau branch stakeholders and HSBC Life Hong Kong teams, providing effective communication, escalation, and management information.

Requirements

• Degree graduate in business or a related field
• Proven experience in life insurance operations and customer service, with people leadership experience
• Track record of delivering process improvement and change initiatives with measurable outcomes
• Strong planning, problem-solving and organizational skills
• Self-motivated and proactive with the ability to prioritize with limited guidance
• Excellent interpersonal, negotiating and influencing skills

Responsibilities

• Deliver high-quality customer servicing activities across New Business, Policy Services and Claims, meeting agreed service standards and customer outcomes
• Ensure operations are conducted in compliance with Group requirements and local regulatory obligations, supported by robust internal controls and effective quality assurance
• Regularly review and enhance administrative procedures to improve efficiency, reduce risk, and strengthen customer experience
• Own and coordinate AMCM filings and company record maintenance, ensuring accuracy, completeness, and timeliness through close partnership with relevant stakeholders
• Drive system and process enhancements to support business growth, service scalability, and improved turnaround times
• Lead and develop the Macau operations team, ensuring appropriate capacity, capability, and performance management
• Maintain strong working relationships with Macau branch stakeholders and HSBC Life Hong Kong teams, providing effective communication, escalation, and management information

What This Job Offers

• Job Type: Full-time
• Career Level: Manager