Michael Lai Email & Phone Number

Coventry, Gb

Hong Kong

- Accountable for the EB platforms’ management - Platform configuration, release and governance, risk and control, communication, and production case management with a broad understanding of the entire customer / stakeholder base- Work on the key systems enhancements of the core business platforms, in collaboration with technology, transformation, EB business teams with focus on improved collaboration, knowledge sharing ensuring that the requirements are well understood- Perform feasibility, impact analysis, and assist BA’s in producing good user stories, business requirement documentation and solution designing- Perform system configuration for the EB Platforms such as Core Policy administration platform, HR Portal, Claims administration etc- Provide support to Technology, Transformation and business and deliver new innovative solutions to enable better risk management, cost-saving, smoothness of work and efficient policy administrations- Work with Platform managers delivering capabilities and services that enable the features and user experiences of customers/stakeholders- Support the Platform Management Team with decision making by deep diving problems and providing options for system development- Support and lead contribution to the organization of knowledge sharing

Hong Kong

- Represents the department in the development projects, planned or ad hoc, including but not limited to strategic development, service improvement, operational efficiency, compliance or straight through process initiatives- Directly involved in the production of the following deliverables and manage and guide the team of business analysts to produce the following deliverables in relation to the project assigned:- The timely and comprehensive production of Business / User Requirements- The timely and comprehensive review and acceptance of Functional Specification documents, which constitute binding contracts of service deliverables from Software Delivery, Insurance Asia Pacific- The timely and comprehensive testing of new system functionality and the successful launch of such into live production- The timely delivery of system training to Operations team for new system functionality before system launch- Team resources management to timely handle business initiatives to achieve quality deliverables and time to market as business required- Performance management and staff coaching

Hong Kong

- Responsible for the daily operation of employee benefits policy and claims management operations in health and life benefits - Evaluates, approves and makes recommendations on payment of claims under authority limit and investigation of doubtful or questionable claims is preferable - Coordinating the processing and settlement of claims including negotiating with underwriting, Insured, third party administration - Follow the internal HSBC protocol and external regulatory requirement to support the third party administration agreement with service supplier from health perspective- Lead the development of service excellence standards, framework and delivery to drive customer advocacy from Insurance Operation perspective- Ensure alignment with business strategy to deliver our strategic intent and business goals- Implement changes and initiatives as required by Group Insurance, HSBC and Strategic Partners - Formulate and implement the target operating model for new business or renewal, policy administration, billing and collection, claims, servicing, hotline from Insurance, including Medical and Employee Benefit, Operations perspective - Ensure agile operating model from capacity perspective in accommodating business demand and unexpected volume spike- Implement and maintain robust issue, complaint, operational risk reporting management- Oversee the responsible operational areas including support in the escalation and resolution of any issues identified - Ensure other HSBC Departments, for example, Information Technology, to provide effective support to in-housed and outsourced operations and business initiatives- Major Claims Authority up to HKD6,000,000

Hong Kong

- Monitor and support the team to achieve pre-set service standard and ensure smooth operation- Assessing of sorts of insurance claims- Set up Claims Guidelines for new products and prepare Claims Manual from time to time- Work with auditors for claims audit- Participate in system design / testing- Handle claims related enquiries and complaints- Convey training to internal staff and agency- Provide coaching and training to subordinates- Participate in ad-hoc projects and assist department head for projects assigned by Management

Hong Kong

- Monitors and supports system modifications and UAT of Operations related systems as required for products, projects, campaigns and compliance- Drives and supports Services & Operations initiatives and Company strategic projects- Reviews training and development needs of subordinates and monitors the development progress- Conducts periodic audit in Operations functions and regular review guideline and procedure to improve operational efficiency- Lead the team to work on the full cycle of project execution, well allocate resources to ensure the smooth and timely delivery on project objectives- Bearing a strategic and corporate thinking mindset, proactively provide innovative, human-centred and visionary solutions- Identify opportunities to corporate new technology and market practices to ensure efficient operations and maintain market competitiveness- Evaluate business processes, uncover areas for improvement, develop and implement solutions- Communicate effectively with internal and external stakeholders to achieve project objectives- Act as Assistant Claims Manager for Corporate Solutions with Medical Claims Authority up to HKD400,000 and Major Claims Authority up to HKD500,000

- Corporate Solutions Claims Department- Medical Claims Authority up to HKD400,000- Major Claims Authority up to HKD500,000

Hong Kong

- Lead and develop Case Handling Team members by coaching, troubleshooting, communication and motivation- Utilize and allocate the appropriate resources to achieve the agreed objectives which include delivery of a customer-centric claims service- Responsible for managing the Case Handling Team and their performance to achieve agreed objectives and sustaining a high performance culture- Set and monitor the team’s performance against team objectives; develop/execute on work plan to ensure operational efficiency and the general management of work-load and pressure- Build and maintain the claims proficiency, by ensuring that development needs are identified, appropriate IDPs constructed and effective coaching for performance progression and talent management is in place- Keep the team informed of all relevant and appropriate information and fosters good engagement with staff, other functions and our many varied, customers, brokers and intermediaries- Participate in the planning process, including the identification of risks, involvement in leading change initiatives and responsibility for budgetary control.- Help build and measure success against customer specific claims handling protocol and/or customer proposition service charter to ensure that the needs and expectations of our customers can be fulfilled

Hong Kong

- Supervise and manage the team to provide quality claims service in accordance with the service standards, procedures and guidelines- The change was brought by the acquisition by sale of HSBC Insurance to AXA Hong Kong

Hong Kong

- Ensures and is accountable for the production capacity, backlog handling and accuracy rate to ensure proper assessment, adjustment and settlement of all medical claims- Increase team’s productivity, efficiency and reducing operating costs to achieve eventually overall result- Pursuing speedy medical shortfall from the insured member- Assist the management to controlling the use of and monitoring the service provided by medical professionals, private hospitals, clinics, medical consultants, and adjusters to ensure efficient and equitable settlement of medical claims- Promote the organization’s unique philosophy to enhance the confidence of front sales staff in pushing medical business, help develop computer systems, workflow and procedures and complete projects as well as UAT to support business transformation

Hong Kong