If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC Life is a world-class institution where you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking an experienced professional to join our team in the role of Manager, Operations and Customer Service.

Role holders will carry out activities that will include most of the following:

• Lead Macau Operations and Customer Service team to deliver best-in-class customer servicing experience across insurance policy lifecycle, covering New Business, Policy Services and Claims
• Optimize daily branch operations and ensure seamless excecutions, partnering with relevant stakeholders in Macau and Hong Kong, while ensuring full adherence to regulatory requirements and internal controls
• Drive transformative improvement initiatives to improve customer journey by identifying pain points and root causes with actionable solutions
• Oversee the regulatory related filings to AMCM

Key Accountabilities / Impact on Business

• 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


Experience, Skills and Qualification

• 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

To be considered for this role, the relevant rights to work in Macau is required.

You’ll achieve more when you join HSBC Life.

Interested candidates, please apply directly via:

HSBC/HSBC Life is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank/HSBC Life relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited / HSBC Life (International) Limited.