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Head of New Business Operations

2 months ago

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

We are seeking a highly skilled and experienced professional to lead our New Business Operations team at Chubb. As the Head of New Business Operations, you will be responsible for driving operational excellence and service quality across our new business and underwriting value chain.

Key Responsibilities
  • Operational Strategy
    • Develop and own the operational strategy for new business and underwriting, focusing on efficiency, effectiveness, and customer experience.
    • Design and implement end-to-end processes to improve customer journey and business outcomes.
    • Lead the development of target state flows and North Star models to drive process improvement.
  • Service Excellence
    • 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 operational standards.
    • Develop and implement KPIs and SLAs to drive service excellence and quality assurance.
  • Build Capabilities
    • Share operational best practices across the region and ensure consistent operating models.
    • Develop and implement training programs to build team capabilities.
    • Provide insights and analysis to support business decisions and drive process improvement.
Requirements
  • Minimum 10 years' experience in leading consumer operations teams and process improvement in retail-oriented financial services.
  • Strong emotional intelligence and ability to network across stakeholders.
  • Excellent stakeholder management skills and experience in managing multi-country matrix environments.
  • Proven track record of delivering tangible business benefits and savings.
Desirable
  • Knowledge and experience of the insurance lifecycle.
  • Strong presentation and storytelling skills.
  • Experience working with shared service centre operations.
  • Strategic thinking and proactive problem-solving skills.
What We Offer
  • A dynamic and challenging role in a leading insurance company.
  • Opportunities for professional growth and development.
  • A collaborative and supportive work environment.