Manager, Operations and Customer Service

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
• 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

To be successful you will need:

• 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