Head of New Business Operations

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China CHUBB Full time

Operational Leadership and Service Excellence

The Head of New Business Operations will be responsible for leading the operational strategy, service excellence, and administrative support across the New Business and Underwriting value chain. This role will focus on improving efficiency and effectiveness across new business and underwriting processes, driving service excellence, and building team capabilities in each market.

Key Responsibilities:

  • Develop and own the operational strategy for New Business and Underwriting, improving efficiency and effectiveness, and bringing better customer experience and business outcomes.
  • Own the end-to-end process design and customer journey, and be a key conduit for defining requirements and provoking change and digitization.
  • Help review change requests to ensure clear cost-benefit understanding and join/lead governance forums as needed.
  • Identify and challenge variations around set-up and ways of working to aid improvement.
  • Oversee new business and underwriting processes across face-to-face, telemarketing, and digital channels.
  • Own the delivery of high-quality day-to-day service and the maturing of operational standards, insights, and quality assurance.
  • Own the delivery of regular reporting against KPIs/SLAs to drive understanding, awareness, escalations, and actions.
  • Drive service excellence within country operations teams who provide new business and underwriting activities, admin support, and payment processing.
  • Support audit point resolution and remediation as required.
  • Work closely with the Chief Underwriting Officer and the Underwriting team to identify, agree, and implement actions.

Requirements:

  • Experience in leading consumer operations teams and process improvement within retail-oriented Financial Services (ideally insurance) and can demonstrate the delivery of tangible business benefits/savings.
  • Strong Emotional Intelligence (EQ) and ability to network across stakeholders to get things done.
  • Experience of working with and engaging others to help bring greater consistency of working.
  • Excellent stakeholder management skills and experience of managing within a multi-country matrix environment.
  • Flexible, influential style.
  • Personal drive to achieve significant change in relatively short periods of time.
  • Professional demeanor - executive presence; ability to independently interact with leaders.
  • Very proficient in the use of MS Excel and PowerPoint.
  • Process-oriented, an organizer with strong planning ability and attention to detail.

Desirable:

  • Minimum 10 years' experience, including 5+ years leading operations and/or process improvement.
  • Knowledge/experience of the insurance lifecycle.
  • Strong presentation and storytelling skills.
  • Experience working with and expanding shared service center operations (in country and offshore).
  • Demonstrate flexible and innovative ways of working, with creative/out-of-the-box thinking.
  • Strategic thinker, proactive, and solutions-oriented.

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