Head of Underwriting Claim Experience will be involved at all stages of the Underwriting Claim operation development project lifecycle, from change initiation, design and delivery, through to benefits realisation, so as to support the operation optimization and cusomter experience enhancment. They are located in COO team and have close collaboration with Project teams and various operation teams.

Head of Underwriting Claim Experience have direct reports and may be supported by Business Analysts, Programme Management Office (PMO) staff or admin support staff.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Head of Underwriting Claim Experience will hold most or all of these responsibilities:

Ø Provide overall direction and strategy in relation to the productivity effectiveness enhancement of the UW Claim operation in a fast changing competitive market, and to the delivery of top quality service experience with professionalism

Ø Create a customer friendly work and business environment in accordance with our life insurance mission and vision, and in a manner sensitive to address the needs and issues of the customers

Ø Ensure compliance with procedures and standards required by the HSBC Group, and by regulatory, compliance or law and enforce robust internal control

Ø Proactively identify opportunities to improve internal processes and procedures within and external to this role in order to enhance the overall customer quality experience

Ø Define the UW Claim project approach, building stakeholder buy-in around the project plan, commitments and changes

Ø Manage transformaiton projects delivery proactively by defining resource needs, responsibilities and schedules and, balancing scope, schedule, budget and risks, collaboration with internal and external stakeholdrs

Ø Report progress, issues, dependencies and risks to project leadership and committees (as appropriate) and making recommendations to influence decision making in order to maintain progress towards delivery and benefits realisation

Ø Provide guidance and maintain a focus on how the project aligns to wider programme objectives

Ø Depending on the field in which the Project is located, a working level knowledge of a particular field may be required.

Ø Develop management information reporting, in order to present overall information and operation development status for COO and relevent operation heads