Global Head of Health and Wellness at HSBC

Alison Massey

Alison Massey is a highly accomplished professional with a wealth of expertise in the health and wellness industry. As the Global Head of Health and Wellness at HSBC, she is responsible for deploying customer-facing propositions across various markets in the health and wellness space. 

In an exclusive interview with Manage HR APAC, Alison shared her valuable insights on the challenges, trends, and current best practices in the health and wellness sector.  

Please share your experience in the HR industry and provide insights into your current role within your organization.

As the Global Head of Health and Wellness at HSBC, my primary role entails overseeing the deployment of customer-facing health and wellness propositions across various markets. Specifically, my focus lies on two core pillars: the retail customer audience and the corporate audience. For the latter, I deliver front-end solutions supporting HSBC's corporate health and employee benefits propositions in multiple global markets.

One such proposition is Benefits Plus, which we offer in Hong Kong and Singapore. Benefits Plus is an employee benefits package tailored for small and medium-sized enterprises (SMEs), large corporate groups, and international health insurance groups. Our objective is to enhance the customer experience for employees by leveraging digital front-end tools such as apps.

Our goal is to drive the digital adoption of these propositions and ensure seamless and efficient access to employee benefits while optimizing cost efficiency. By doing so, we aim to minimize the expense base associated with deploying these services, ultimately benefiting the company and its employees. This entails focusing on transactional components, such as benefit utilization, claims submission, inviting family members, and accessing benefits information.

However, our ambition extends beyond mere transactional interactions. We strive to evolve our proposition into a more holistic health and wellness experience. To achieve this, we have integrated virtual consultations into our app, allowing employees to book and conduct appointments with doctors quickly and conveniently. In certain markets, we also offer drug delivery services, ensuring prompt and efficient medication distribution to those in need.

In summary, my role as the Global Head of Health and Wellness at HSBC involves overseeing the deployment of customer-facing health and wellness propositions, focusing on the corporate audience. By leveraging digital tools and integrating additional services beyond transactional components, we aim to provide a comprehensive and enhanced employee experience that encompasses both traditional benefits and holistic health and wellness solutions.

What are the key challenges in the health and wellness industry? How have you effectively addressed these challenges?

In the context of major health events throughout history, such as H1N1 and other notable milestones, there has always been an increase in demand for health-related services. Post-COVID, this demand has reached unprecedented levels, from individuals and families seeking retail health protection services to employers in the corporate space aiming to support their workforce. Attracting and retaining top-quality talent has long been an ongoing challenge in employee benefits, and it remains so in the current post-COVID reality, where work dynamics have drastically changed.

Non-communicable diseases (NCDs), including cancer, heart disease, respiratory diseases, and type 2 diabetes, account for most global deaths, even during the COVID pandemic. While genetics play a role, a substantial portion of these diseases can be managed through diet, exercise, sleep, stress management, and other lifestyle choices. Supporting employees in their work journey means focusing on these micro choices that impact their health daily.

Ultimately, it is about providing employees with more than just benefits and efficient claims processing. It is about creating a supportive environment that encourages and enables individuals to lead healthier lifestyles and make positive choices throughout their work lives.

What measures have you implemented to prioritize mental well-being? Additionally, could you discuss the trends you observe in mental wellness and how companies can effectively manage it for their young workforce? 

Witnessing a reduction in stigmas and barriers associated with mental health is encouraging. The prevalence of employee assistance programs (EAPs) has been instrumental in promoting overall employee benefits deployment and addressing the intersection of mental health and wellness. EAPs, which can be included in standard propositions by insurers, even for small businesses, provide access to mental health resources and awareness.

In the UK market, we specifically explored cost-effective strategies for small businesses to retain top-quality staff in post-COVID. Deploying and promoting the utilization of programs like EAPs can significantly contribute to meeting employees' daily needs and addressing the additional pressures that arise from remote work arrangements. While remote work offers flexibility, it also introduces new stresses and pressures. Dedicated mental health support becomes crucial, particularly when a significant portion of the workforce works from home. Recognizing and addressing these challenges are essential steps in ensuring the well-being of employees.

What advice would you give the upcoming HR leaders to navigate the industry's challenges better? 

In my experience as a marketing professional, it's crucial to avoid limiting oneself to a specific role or label. Instead, it is essential to adopt a problem-solving mindset and approach. By zooming out and viewing challenges as problems to be solved, we gain a fresh perspective and can explore alternative solutions. I strongly advocate looking at things from different angles and seeking diverse viewpoints.

Another key aspect is developing a deep understanding of the situation at hand. Stressors in the workplace rarely exist in isolation; underlying factors usually cause them. Cultivating empathy and taking the time to comprehend the perspectives of stakeholders experiencing stress can greatly contribute to effective problem-solving. Ultimately, we can navigate challenges and reach meaningful solutions by combining a problem-solving mindset, a willingness to explore different perspectives and an empathetic approach.