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AVP, Head of Services & Operations HK

Date Posted: May 18, 2019

Location: One Harbourfront, HK, HK, 0

Company: MetLife

Key Responsibilities

Responsible for managing the Hong Kong Operations team in a global financial company. Manage a team and directly leading a number of managers under operations unit. Lead the team for a variety of activities relating to optimizing process excellence and customer services. Provides guidance relating to operational process management in a highly digital environment.


Business Profitability and Competitive Positioning:  Work closely with all stakeholders to effectively manage economic drivers


Budget and Plans:  Work with the managers to develop the Service and Operations business plans; ensuring compliance to all KPIs and corrective action is taken as required. 


Leadership and People Development: Identify the skills and resources needed to support business goals.  Develop, recruit, introduce and maintain those skills through a structured program which would incorporate leadership plans, position descriptions, performance reviews, succession planning, training, induction procedures and a sound employee relations and management practices.


Corporate and Statutory Compliance:  Ensure the business complies with legislative and statutory requirements, including employee relations, environmental, equal opportunity, trade practices and OH&S, relevant to the relevant legislation.  Ensure procedures are in place to maintain security and control including company confidential information.


Regulatory Stakeholder Management: Maintain liaison with the regulatory body and ensure local regulatory compliance. Manage the key stakeholders of regulatory bodies and be the spokesperson in case of operational issues and customer complaint handling.



  • Translates and executes Service and Operations in terms of country business strategy
  • Lead major transformational projects and initiatives with the aim to deliver a differentiated customer experience, simplify operations with global consistency, strengthen the foundation with an engaged workforce focused on operational risk and professional operating practices and leverage the scale through better knowledge
  • Ensures Customer Centricity strategic decisions are taken and implemented; allocates resources and implements projects to sustain the entire company’s strategy
  • Monitor, evaluate and sponsors the enhancement of digital systems.



  • University graduates, preferably MBA holder
  • Minimum 10 years of management experience in Insurance Operations. Sound knowledge of the industry and local market exposure is essential.
  • Experience in defining and executing innovative customer service and process flow / reengineering / optimization strategy is an advantage.
  • Good command of written and spoken English and Chinese ; Ability to speak local language is required
  • Strong leadership, presentation and communication skill
  • Customer-Focused and People-Centric

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

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Requisition #: 106964