Job ID: 0000JT9M Description： China is a key strategic market, with significant sales growth targets and potential. In order to support HSBC’s growth in the market, strategic projects have been kickstarted where business priorities include capacity build out through the expanding the business’ presence in the market. One of the proposition of new business model is a comprehensive offering of wealth and health.Other than HSBC’s core strengths behind wealth and insurance, we need establish health capability to deliver the health related promises here. This starts from insurance business, as there is a strong connection between insurance (providing financial safety) and health (for medical and health related access and service afforded by insurance products). And it will extend to other retails finance platforms in the later stage as well. A health business team has been set up and already built a health management platform, with 1) vendors on-board to provide a set of health services 2) right online and off line journey based on digital platform and operation models 3) mechanism to link the health services with insurance products connected by credit points While we are making progress on medical service and digital health part, with strong pipeline to build a comprehensive service portfolio, it comes to be very critical to ensure the operation framework is solid enough to support it and ready for future evolution, this includes the digital framework set up and maintenance as well as operational works. We are currently seeking an experienced professional to join our team. In this role, you will: - Responsible for the operations of medical and health service providers and report to Head of Operation on overall performance and progress, follow up enquiry and complaint from customers and sales team - Formulate and implement operation process to support business, review existing process to identify opportunitites for improvement and streamline, support business campaign implementation, support data hygience and enrichment and helping drive more intelligence and creative solutions. - Manage all call center service related operations. Assure the attainment of both service and operational performance through effective tracking, coaching and training. - Monitor key performance of the in-house and outsourcing service teams to help maintain and improve customer satisfaction across all channels and products. - Identify performance gaps and produce regular performance report to Head of Operation to drive effective service level improvements that align with the overall strategy of the organization. - Work directly, in a hands-on way, with multiple stakeholders and business teams, on multiple products at one time, as well as provide solutions that are highly usable, scalable, extensible and maintainable. Qualification： To be successful in the role, you should meet the following requirements: - Bachelor degree or above; - More than 5 years experience as an Operations Expertise, preferably in the Health Care or Insurance industry. - Solid understanding of business operations and processes, with a strong ability to drive efficiency and performance. - Proficiency in English both verbal and written; - Excellent communication, can-do attitude and interpersonal skills - Highly motivated and able to work independently, under pressure and proactively in a fast paced environment with multiple deadlines - Excellent analytical skill, a passion for metrics and figures, and the ability to get into the details and solve complex problems - Strong stakeholder management / Relationship Management You’ll achieve more when you join HSBC. HSBC 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 and inclusive and diverse environment. Personal data held by the Company relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. /YT Issued by HSBC FinTech Services (Shanghai) Company Limited
