Well+ Operation Manager

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here 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 in Singapore 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 combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

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

We are currently seeking a high calibre professional to join our team as a **Well+ Operation Manager.**

**Principal Responsibilities**
- Responsible for the overall Well+ program operational management and execution, program administration and collaboration with front line & back office staff to resolve program related queries from customers or business in relation to HSBC’s new flagship Health & Wellness program (Well+), including optimization of the Well+ programs’ operational framework and promotion of service efficiency and business improvements
- Act as key contact point for program related operations including managing and optimising the program’s operating model, providing training to frontline staff and ultimately delivering a leading customer and internal HSBC stakeholder experience
- Create a seamless, positive user experience, as well as maintain and continuously improve the Well+ programme life-cycle
- Accountable for ensuring sustainable program development and supporting end-to-end delivery from conceptualization through launch, i.e., scoping, creating actionable work plans with clear and measurable success criteria and metrics, leading work streams and executing tactics in a timely and effective manner, and keeping stakeholders abreast of trade-offs and factors with the potential to impact project scope
- Manage the HSBC internal Well+ mailbox, which will be the communication channel for all frontline staff to raise program and customer related queries, complaints, escalations and exceptions
- Proactively and professionally manage queries, taking the leading role in problem solving, drafting related customer correspondence and working with multiple business units to reach a solution for both the business and customer, including coordinating with our front line contact centers, distribution, business analysts, legal, risk & compliance
- Execute program related administration such as processing customer requests or program related processes or transactions
- Assist in designing, planning, organizing and testing any new business processes and / or system changes, including detailing business requirements and defining roles & responsibilities across teams
- Monitor and track program feedback from frontline and customers (customer queries and complaints) to help identify areas of improvement such as customer experience or frontline management of complaints and / or queries (e.g. enhancement of FAQ’s and feedback to the business on program or journey design)
- Play a key role in ensuring the business is set up for the ongoing running and management of the program, its rules and business outcomes including leading relevant training required for the ongoing management of the program i.e. Health Score Platform rules engine
- Manage and monitor the Well+ business and operations performance to ensure consistency, quality and adherence to SLAs, notably through review meetings with the business
- Identify opportunities to introduce new features, enhancements and ongoing improvements across the Well+ programme; and ensure consistent execution and integrity of the customer experience proposition
- Ongoing monitoring and review of external H&W related innovation, developments, start-ups and new technology which may support the proposition
- Work with other markets and group functions to drive ongoing improvement in design, operational efficiencies and innovation
- Drive a culture of Health & Wellness across the business
- Manage and lead a team, including target setting, performance management and development

Requi