Chubb Life HK - Head of Operations

The Head of Operations is responsible for overseeing life insurance operations in Hong Kong. This role leads key teams including New Business Underwriting, Policyowner Service, Claims, Customer Service, Shared Services, and Transformation to ensure efficient, high-quality service delivery across the business. The role also works closely with the Country President and other stakeholders to support business growth, enhance customer experience, and drive transformation across the organization.

The role sets and drives the operations strategy in line with company goals, improves processes, manages operational risk, ensures regulatory compliance, and promotes a culture of continuous improvement and accountability.

Roles & Responsibilities:

• Champion the long-term operational vision for the Hong Kong life business, translating corporate objectives into a scalable, modernized operational roadmap that supports sustainable business growth.
• Direct the integrated insurance administration ecosystem - including New Business Underwriting, Policyowner Service, Claims, Customer Service, and Shared Services—ensuring these functions operate as a cohesive, customer-centric value chain.

• Set policies and guidelines for operational functions to ensure efficient support services and continuous improvement in processes.

• Lead capacity planning and workforce optimisation across operations, forecasting resourcing needs against workload trends to maintain the right balance between operational efficiency and service excellence.
• Responsible budgets for operations, ensuring effective cost control and optimal resource allocation.
• Act as a key liaison between the local business, regional/global offices, and industry bodies, influencing cross-functional decisions.   
• Fortify the organization’s operational resilience by architecting robust risk management frameworks, business continuity protocols, and disaster recovery strategies that protect the company’s reputation and policyholder interests.
• Advocate for the customer at the executive level, setting the standard for service quality and KPIs that transform operational delivery into a key brand differentiator and driver of policyholder retention.
• Oversee relationships with third-party service providers and outsourced operations partners, ensuring adherence to contractual obligations, service standards, and regulatory requirements through structured vendor performance reviews.

Qualifications:

• Education: Bachelor’s degree in Business, Finance, or a related field.
• Minimum of 10 years of operational management experience and 15+ years of progressive experience, ideally in life insurance or financial services.
• Strong understanding of the life insurance industry and regulatory environment in Hong Kong.
• Exceptional leadership, communication, and interpersonal skills, with proven track record in strategic planning, execution, and change management.
• Strong financial acumen and experience in budget management.
• Customer-centric mindset with a passion for excellence and innovation.